Oracle

Technical Analyst 4-Support - Fusion HCM Functional

Job Description

Position Overview:  

  • The Position is for a Functional Support Analyst with a technical background in Fusion ERP Suite of HCM 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
    • 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, Extracts, HDL Loader, Workflow, BI Publisher and knowledge on Oracle Integration Cloud.
    • Experience in Release 12.1.3.x / 12.2.x Oracle Core HR, Absence, Benefits, and Payroll
    • 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
    • 6 to 12 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 FBDI and OTBI reports development
    • 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.
    • Should have demonstrated experience in Managed Services that include Client Relationship Management, Offshore Delivery Management, Project/Program Management, contribution to Business & Revenue Growth, significant contributions in the area of successful delivery of KPIs to the customer.
    • Must have very good communication skills, Must be a team player, willing to learn new technologies and work in rotational shifts. Should be a Strong Techno Functional Lead, able to manage a large team and support SLAs for the EBS and Cloud/SaaS customers.

Education & Experience:

Academics:

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

Career Level - IC4


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