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Job Description
Oracle Customer Success Services provides unmatched, tailored support that ensures your Oracle technology investments deliver the ground breaking innovation and performance your business requires to compete—all while coexisting within your IT environment!
Position is for a Support Analyst with a background in Oracle SAAS Suite of products. Responsible for customer production support, tracking-incidents, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The key skills used daily 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 and On Premise customers.
This work includes:
Work directly with Customers
Advising on complex use of Oracle products
Resolving highly complex and critically important issues
Serve as Situation Manager on highly sensitive issues
Formal mentoring for promoting the technical and professional development of others
Creation/review of Knowledge Articles
Career Level - IC3
Responsibilities
Must have Skills
6+ years demonstrated ability in Implementation, support or upgrade of Oracle EBS, SAAS, CX suite of products
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 transfer sessions
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.
Must have very good communication skills , a great teammate, willing to learn new technologies
Experience in one of the following areas is seen as an advantage:
XML
Java, J2EE and Oracle ADF
SOA and Web Services
PL/SQL, Forms, Reports, Unix Shell Scripts
Discoverer, Workflow, BI Publisher / OTBI Reports
Java / JSP
Web ADI ,OAF , ADF
PaaS Integrations, OIC, SOA, Web Services
Javascript, jQuery, KnockoutJS, NodeJS , HTML, CSS, python
HCM Extract , HDL File Transfers
Location: Remote in US or Canada with 25% travel to customers
Does this sound like you? Apply today!
#LI-Remote
#LI-RR2
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
Canada: Hiring Range from $58,100 to $126,000 CAD per annum
US: Hiring Range: from $33.65 to $67.93 per hour; from $70,000 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:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
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.
11 paid holidays
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.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions. As is required of employees in all jobs at Oracle in North America, candidates for this position are required to understand, and communicate, in English so that in the course of performing their work, they can interact with teammates in other locations who are not fluent in the French language.
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.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
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