Job Description

Position Overview:

• The Position is for a Functional Support Analyst with a technical background in Fusion HCM Suite of products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
• The main role of a Support Analyst is to troubleshoot and resolve highly complex techno-functional problems.
• The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident.
• The key skills put to use on a daily basis are - high-level techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise. It is an opportunity to work with Cloud and On-Premise customers. This work includes:
  • Work directly with Customers for
    • Advising on complex use of Oracle products
    • Resolving highly complex and mission-critical issues
    • Manage highly complex and critical customer issues
    • Serve as Situation Manager on highly sensitive issues
    • Consult with Management in directing resolution of critical customer situations
  • Knowledge gain and sharing - achieve knowledge transfer with teammates through Development and delivery of formal team training sessions
  • Formal mentoring for promoting the technical and professional development of others
  • Creation/review of Knowledge Articles

Qualifications:

• Must Have Skills
  • 6 to 10 years of experience in Implementation, support, or upgrade of SaaS HCM suite of products with at least 1 implementation experience on SaaS HCM Products - Core HR, Absence, Benefits, Compensation, Learn, Payroll, Extracts, HDL Loader, Workflow, BI Publisher and knowledge on Oracle Integration Cloud.
  • Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or have equivalent knowledge.
  • Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios
  • Should have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.
  • Work with users to troubleshoot and resolve issues, answers business questions provides data analysis
  • Should be able to understand the business process flow and perform functional testing as per the business requirement with appropriate test scripts
  • Conduct training and knowledge sharing sessions
• Nice to Have Skills
  • 9+ years of experience in Implementation, support or upgrade of Oracle SaaS HCM Suite.
  • Hands-on Configuration experience on at least three or more tools-
    • HCM Extracts
    • HCM Data Loader (HDL)
    • Payroll Batch Loader (PBL)
    • Workflow
    • BI Publisher
    • Fast Formula
    • Personalization
    • PL/SQL
  • Should have good knowledge on Fusion Cloud architecture, setup manager and activities.
  • Knowledge of external data integration services to load data into Oracle Fusion Applications from external sources, such as legacy systems and third-party applications or EPM Suite of applications.
  • Should have knowledge of localizations
  • Knowledge of Security setup would be an added advantage.
  • Experience in one of the following areas is seen as an advantage:
    • XML
    • Java, J2EE and Oracle ADF
    • SOA and Web Services
• Others
  • Exhibit effective analytical skills & organizational skills
  • Good command over spoken & written English
  • Interact directly with customers, follows through on all assignments and takes ownership of customer issues
  • Seeks innovative ways to improve the process of delivering solutions to customers
  • Strong written and verbal English communication skills; multi-lingual a plus
  • Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features - and use this learning to deliver value to customers on a daily basis.

Education & Experience:

Academics:

• B.S (Computer Science) or equivalent preferred.
• Other qualifications with adequate experience may be considered.

Career Level - IC3

Responsibilities

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

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Qualifications

Career Level - IC3

About Us

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