Technical Analyst 4 - SCM Cloud Support

Job Description

Department Description:

The Fusion SCM Cloud Support Team is growing to support our rapidly increasing customer base. The team partners with development in supporting new and existing customers. It is an outstanding opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees and the organization overall. If you are excited by the notion of being able to define a group from early stages on and shape our collective future, then this is the place to be.

Position Overview:

This position is for supporting Fusion Applications, particularly Procurement Applications under Supply Chain Management

Note: This role may need you to work on weekends and multiple shifts on rotation basis.

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical inquiries regarding the use of and troubleshooting for our Electronic Support Services. A main point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and advanced issues.

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A main focus is to build/apply automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an experienced member of the technical problem solving/problem avoidance team, routinely sought after to address very complex, critical customer issues. Services may be frequently provided by on-site customer visits.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 10+ years experience with Oracle Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) validated professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

This is a wonderful opportunity, apply today!

Responsibilities

Preferred Qualifications

Candidate Background and experience

• 10 or more years implementation, support, consulting, or development experience (or equivalent) in enterprise business applications.
• Exposure to SaaS environment.
• A good understanding of business flows and processes (Source to Settle, P2P, O2C)
• Exceptional diagnostic and trouble shooting ability and skilled in using industry standard tools and techniques.
• Extensive experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations.
• Extensive experience with one or many aspects of Enterprise Business Application (Product knowledge, Log reading, Trouble shooting techniques etc).
• Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning and so on.
• Ability and demeanor to assist junior members of the team in training on new products and technologies is desired.

Behavioral Skills (Required)

• Ability to influence and gain coordinated relationships with wide range of audiences ranging from executives to technical specialists.
• Superb interpersonal skills. Able to communicate very well both technically and functionally in highly advanced situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, raised situations
• Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what the cause is and what the symptom is.
• Excellent organizational skills. Able to develop a coherent plan of action that meets everyone's needs to resolve a given situation as quickly as possible. Also, able to revise this plan as new data is obtained without appearing that there was no plan.
• Ability to persevere in the face of obstacles and ensure customer's success.
• Self-starter who works well unsupervised or with limited supervision.
• Detail Oriented (Process orientation preferred)

Technical Knowledge

• Experience in writing SQL queries in Oracle EBS/Fusion, PLSQL coding experience is a plus
• Knowledge of tables in P2P O2C and Inventory flows, knowledge of Manufacturing tables is a plus
• Ability to independently solve issues using tables/queries
• Ability to read and understand Oracle documentation

Technical & Analytical Skills (Required)

• Well-developed troubleshooting skills, ability to analyze details and synthesize "big picture", frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process.
• Detailed Functional and technical knowledge of more than one modules in any of the following Oracle Supply Chain Application Suites - Oracle EBusiness Suite; Peoplesoft Enterprise SCM; JD Edwards; Siebel

Desired Technical Skills

• Knowledge in the following areas is seen as an advantage: XML, Java, J2EE, Oracle ADF, SOA and Web Services.
• Following technical skills are desired. In the absence of these skills, it is expected that the Engineer will develop an understanding of one or more of these skills as required for the role, upon completion of post-hire training in these areas.
• Object Orientation and Java literacy: Deep understanding of Object Oriented design concepts (such as inheritance) and experience of supporting/troubleshooting applications implemented in java (ability to analyze/relate to java exception messages in log files, class loading issues, basic understanding of JVM operation). Knowledge of J2EE and EJB preferred. Past Programming or white box testing experience in Java and other web technologies is preferred.
• Development framework: Experience supporting/developing/testing web applications implemented using frameworks that expose business services via a Model/View/Controller paradigm, such as Oracle ADF.
• Proficiency in SQL.
• In depth understanding of at least one database platform (Oracle, SQL Server, DB2).
• Good understanding of accounting

#LI-MO1

Qualifications

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $31.83 to $67.93 per hour; from $66,200 to $141,300 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer