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Oracle Senior Technical Support - HCM Cloud/ Global Human Resources in Tallahassee, Florida

Job Description

Are you interested in being part of a dynamic and fast-paced team supporting Oracle’s newest Human Capital Management (HCM) revolution? Well this is YOUR chance! At Oracle Fusion, we deliver HCM management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry.

Department Description:

Fusion HCM Support Team is expanding to support our rapidly increasing customer base. The team partner’s with development in supporting early adopters and new 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 the notion of being able to define a group from early stages on and shape our collective future is exciting to you, then this is the place to be.

Position Overview :

Position is for a Technical Support Professional with a functional background in Human Capital Management and extensive knowledge in Oracle Cloud Global Human Resources. Reports to the Manager of Support. Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to drive complete and total resolution of each service incident.

Hands on experience with Fusion Cloud HCM or EBS HCM applications; must understand basic human resources concepts which includes: Employment actions such as hiring, termination, transfers, data extraction, HR security (users/roles/privileges), onboarding, checklist

Job Responsibilities : The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. 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.

  • Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue

  • Understand and assess customer-reported issues to determine prioritization

  • Provide telephone and email support to internal and external customers

  • Perform efficient issue management, while maintaining metric quotas

  • Manage and ensure documentation of assigned incidents, including internal and external communications

  • Enhancing the quality of products and services through feedback, mentoring, and continual process improvement

  • Validating procedures and processes with a view toward enhancement or improvement; analyze information and situations, and implement actions through the management team to ensure project objectives are met

  • Identifying, defining, developing, and institutionalizing Business Process standards, templates, policies, processes, and guidelines in support of as related to Oracle Software development framework

  • Serve as an internal knowledge resource for other members of the Oracle Recruiting Cloud team

  • Utilize knowledge of technologies to make solution recommendations

  • Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed

  • Act as liaison between customers, R&D, Production, Consultants, and QA, etc.

  • Participate in special projects, as assigned

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

Education & Experience:

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

  • Functional/Technical Knowledge & Skills:

  • Excellent analytical and problem solving skills.

  • HCM product suite experience, which may include HCM implementation or technical HCM Support experience

  • Functional/Technical background in assigned product area (i.e. HCM) and exposure to associated systems and software

  • Technical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services

  • Understanding of structured SQL statements and how those are executed in the RDBMS (sql/Plsql)

  • Ability to read and decipher software Log and Trace files, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution.

  • Experience in filtering and updating complex technical knowledge for use in problem resolution

  • Four or more years relevant working experience (3 years’ experience working with HCM Cloud products)

  • Must have ability to lead customer meetings

  • Must have ability to lead peer-level discussions for customer issues

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.

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).

If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 125027 in the subject line of the email.

Responsibilities

Are you interested in being part of a dynamic and fast-paced team supporting Oracle’s newest Human Capital Management (HCM) revolution? Well this is YOUR chance! At Oracle Fusion, we deliver HCM management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry.

Department Description:

Fusion HCM Support Team is expanding to support our rapidly increasing customer base. The team partner’s with development in supporting early adopters and new 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 the notion of being able to define a group from early stages on and shape our collective future is exciting to you, then this is the place to be.

Position Overview :

Position is for a Technical Support Professional with a functional background in Human Capital Management and extensive knowledge in Oracle Cloud Global Human Resources. Reports to the Manager of Support. Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to drive complete and total resolution of each service incident.

Hands on experience with Fusion Cloud HCM or EBS HCM applications; must understand basic human resources concepts which includes: Employment actions such as hiring, termination, transfers, data extraction, HR security (users/roles/privileges), onboarding, checklist

Job Responsibilities : The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. 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.

  • Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue

  • Understand and assess customer-reported issues to determine prioritization

  • Provide telephone and email support to internal and external customers

  • Perform efficient issue management, while maintaining metric quotas

  • Manage and ensure documentation of assigned incidents, including internal and external communications

  • Enhancing the quality of products and services through feedback, mentoring, and continual process improvement

  • Validating procedures and processes with a view toward enhancement or improvement; analyze information and situations, and implement actions through the management team to ensure project objectives are met

  • Identifying, defining, developing, and institutionalizing Business Process standards, templates, policies, processes, and guidelines in support of as related to Oracle Software development framework

  • Serve as an internal knowledge resource for other members of the Oracle Recruiting Cloud team

  • Utilize knowledge of technologies to make solution recommendations

  • Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed

  • Act as liaison between customers, R&D, Production, Consultants, and QA, etc.

  • Participate in special projects, as assigned

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

Education & Experience:

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

  • Functional/Technical Knowledge & Skills:

  • Excellent analytical and problem solving skills.

  • HCM product suite experience, which may include HCM implementation or technical HCM Support experience

  • Functional/Technical background in assigned product area (i.e. HCM) and exposure to associated systems and software

  • Technical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services

  • Understanding of structured SQL statements and how those are executed in the RDBMS (sql/Plsql)

  • Ability to read and decipher software Log and Trace files, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution.

  • Experience in filtering and updating complex technical knowledge for use in problem resolution

  • Four or more years relevant working experience (3 years’ experience working with HCM Cloud products)

  • Must have ability to lead customer meetings

  • Must have ability to lead peer-level discussions for customer issues

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.

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).

If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 125027 in the subject line of the email.

About Us

Diversity and Inclusion:

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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

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