Oracle

Principal Analyst

Job Description

Position Overview: 

  • Position is for a Functional Support Analyst with a functional background in Fusion 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 of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. It an opportunity to work with Cloud 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+ years of experience in Implementation, support Oracle Fusion HCM products with at-least 1 implementation experience on SaaS HCM Products – Core HR, Payroll ,Absence, Benefits, Talent Management, Compensation, Time & Labor
    • Experience in Oracle Core HR, Payroll, Absence, Benefits, Time & Labor 
    • Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or having equivalent knowledge. 
    • Ability to relate the product functionality to business processes, and thus offer implementation advices 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 trouble shoot and resolve issues, answers business questions, provides data analysis 
    • Should be able to understand business process flow and perform functional testing as per business requirement with appropriate test scripts
    • Conduct training and knowledge sharing sessions 
  • Nice to have Skills
    • Hands-on Configuration experience on at-least two or more tools– 
      • Core HR
      • Payroll
      • Absence
      • Benefits
      • Compensation
      • Security 
      • Talent Management
      • Recruitment
    • 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 on Security setup would an added advantage.
    • Experience in one of the following areas is seen as an advantage: 
      • OTBI Reports
      • HCM Data Extracts (HDL)
      • Payroll Batch Loader (PBL)
      • PL/SQL

Others

  • Exhibit effective analytical skills & organizational skills 
  • Good command over spoken & written English 
  • Interact directly with customers and 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.

Career Level - IC4


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