Technical Analyst 4-Support

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 questions regarding the use of and troubleshooting for our Electronic Support Services. A primary 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 escalated issues.

Department Description:
The Fusion SCM Cloud Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting new and existing customers. It is a unique 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 Managerial Accounting and Supply Chain Management

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

Preferred Qualifications

Candidate Background and experience

• 8 or more year’s implementation, support, consulting, or development experience (or equivalent) in enterprise business applications.
• Exposure to SaaS environment.
• Exceptional diagnostic and troubleshooting 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, Troubleshooting techniques etc).
• Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning and so on.
• Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired.

Behavioral Skills (Required)

• Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists.
• Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, escalated 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)
  

Functional Accounting knowledge is a requirement:

• Strong understanding of different types of Costing Methods
• Costing report reconciliation and Inventory on hand
• Cost of Goods Sold (COGS) process understanding
• Knowledge of Inventory Valuation
• Accrual process and reconciliation knowledge - Accrue at Receipt, Period End Accrual
• Ability to understand upstream applications footprint in Finance, Order to Cash & Procure to Pay tracks and resolve customer issues
  

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 troubleshoot issues using tables/queries
• Ability to read and understand Oracle documentation on table

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 one of 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 or a person with good accounting background
  

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 questions regarding the use of and troubleshooting for our Electronic Support Services. A primary 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 escalated issues.

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely 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. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.