Job Description

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 Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
About Oracle Advanced Customer Services Who better to support Oracle...than Oracle? https://www.oracle.com/support/advanced-customer-services/ With over 20 years of providing dedicated support to more than 6,000 companies in 100 different countries, services are designed to meet the ever-evolving needs of our customers. By working with them to understand their unique requirements and business goals, Advanced Customer Services helps them embrace the right technology to shape their future and achieve more. When business continuity is crucial and you need mission-critical support, Oracle Advanced Customer Services offers proactive guidance and preventative services delivered by a dedicated support team. This mission-critical support is to drive high availability across the entire Oracle IT stack—from applications, middleware, and database to servers, storage, and network devices. Oracle Advanced Customer Services, delivers the high availability and mission-critical support businesses demands. A team of Advanced Support Engineers work closely with customers, both onsite and remotely, to provide 24/7 personalized support. The team combines the knowledge of customer environment and expertise from Oracle Support and Product Development, to help resolve critical issues. Advanced Customer Services-Oracle SAAS - Fusion HCM Payroll Techno functional Analyst Position Overview: We are looking for Oracle Fusion HCM Payroll Techno Functional Consultant with Overall 3 to 8 years of IT experience with at least 2 years of Fusion experience and remaining years of HCM domain experience in Oracle EBS. The selected candidates should be able to relocate to any one of the work locations (Bangalore, Hyderabad, Gurgaon) for forthcoming projects if selected, should also be willing work in shifts if required as our customers are spread across various countries.

• Oracle HCM Functional Modules - Core HR, Payroll, Absence Management and Benefits.
• Oracle HCM Cloud Technical skills - Fast Formula, BI & OTBI Reports, Value Set, UDT, Personalization, data loading tools (HDL, HSDL), HCM Extract.

• 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 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 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
    • Serve as Situation Manager on highly sensitive issues
  • Formal mentoring for promoting the technical and professional development of others
  • Creation/review of Knowledge Articles

Qualifications: Any professional qualification (BE/ B Tech/MCA/ MSc (Comp Science)).

• Must have Skills
  • 3+ Years Support with 2 + Years in Fusion HCM and EBS HRMS Experience
  • Primary Module Skill Required

1) Core HR, 2) Fusion Payroll, 3) Fusion Compensation

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  • Secondary Module Skill Required

1) Talent Management, 2) ORC 3) Fusion Time and Labor, 4) Fusion Benefits

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  • At least 2-3 Oracle Fusion HCM implementations or Support exposure with module-leading hands on experience in any of the two modules
  • Should have extensively worked on Oracle EBS Payroll processes for UK localization
  • Should have experience in implementing and supporting US/UK Payroll customer
  • Extensive knowledge on US/UK tax system and Statutory norms
  • Strong functional troubleshooting skills in Oracle Cloud HCM modules.
  • Should know all the details Statutory Submissions like FPS, EPS, HMRC submission, P60, P45, P9, P6 etc.
  • Should set up Business Group, Organizations, Departments, Divisions, Operating Units, etc.
  • Should create Key Flex Fields, Descriptive Flex Fields, SIT and EIT for employees of the organization.
  • Should define all necessary pay components and link with appropriate elements for payroll processes.
  • Should compute of Overtime, Bonus elements, other beneficial elements and Configuring Oracle Retro & Proration Process in Payroll.
  • Should design payslip and develop various statements, and reports pertaining to Payroll processes.
  • Should be able to write Fast Formula needed and work on Approval Management Engine.
  • Worked on end to end implementation in Global HR, Payroll, Compensation and Benefit modules, creating value sets and using them in flex fields like Descriptive / Extensible.
  • Experience in Element Configuration using Payroll Batch Loader, has good knowledge of fast formulas and wrote fast formulas for Payroll module.
  • Ability to work on various assignments simultaneously
  • Good to have adequate knowledge in writing SQL/PLSQL queries to develop the reports
  • Absence Management
  • Experience in creating workflow and security for the module
  • Exposure to personalization
    

Job Responsibilities:

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  • 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, and problem solving skills, and customer interaction/service expertise. 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
  • 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 , Must be a team player, willing to learn new technologies
  • Must work in rotational shifts INCLUDING night shifts
  • 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

Others

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  • 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.