Job Description

Oracle Customer Success Services

As a key member of Oracle Customer Success Services, we will join an international network of experts dedicated to driving customer success through innovation and expertise. Our One Oracle approach ensures we will be part of a team delivering comprehensive, end-to-end services and solutions that accelerate the entire customer journey. Work alongside certified and experienced professionals, gaining exposure to cutting-edge technologies and methodologies, and enhancing your skills and credentials. Engage with a diverse range of customers, managing the full lifecycle of delivery and services, and ensuring each project has a tangible impact. Benefit from robust team support in a collaborative environment that prioritizes teamwork and mutual success. Join us in Oracle Customer Success Services and elevate your career with a company that values innovation, expertise, and customer-centric solutions.

Key Responsibilities

Engage business partners to gather requirements and translate functional needs into technical/functional specifications for Oracle Fusion ERP solutions. Provide excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. Provide Customer Service on a functional level and ultimately drive to complete and total resolution of each service incident. Interact directly with customers, follows through on all assignments and takes ownership of customer 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. Creation/review of Knowledge Articles. Stay up to date on Oracle ERP advancements, recommending best practices and continuous improvements. Contribute to a collaborative, knowledge-sharing team culture.

Qualifications & Skills

Mandatory:

Bachelor's degree (BE, BTech, MCA). Minimum 5 years of experience in Implementation, support, or upgrade Projects with at least 1 implementation experience on any SaaS ERP modules like SaaS ERP Finance- AR, AP, Revenue Management, Collections, Expenses etc.. Proficiency in SQL. Good knowledge expected in at least one of the following Fusion technologies :, FBDI, Reporting Tools - Fusion BIP/OTBI/FRS Hands-on Configuration experience on + SQL & PLSQL
+ HDL
+ Extract
+ BI Publisher
+ OTBI
+ Conversion
+ Security
+ Approvals
+ Integrations
+ CS/Webservices
+ AI
Experience in one of the following areas is seen as an advantage: + XML
+ Java, J2EE and Oracle ADF
+ SOA and Web Services
Strong analytical and problem-solving skills. Ability to thrive in a fast-paced, dynamic environment with minimal supervision. 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.

Good-to-Have:

Excellent communication and interaction skills, including stakeholder and team facilitation. Knowledge of 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. Knowledge of Security setup would be an added advantage. 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.

Self-Assessment Questions

Can I confidently translate complex business and financial requirements into technical Oracle ERP specifications and solutions? Do I have hands-on experience implementing and supporting at least two Oracle ERP Cloud products (e.g., SaaS ERP Finance- AR, AP, Revenue Management, Collections, Expenses etc..)? Am I skilled in supporting custom integrations and automations using SaaS Data Integrations? Have I successfully supported diverse financial processes such as planning, consolidation, and reporting in previous ERP projects? Am I able to work independently, solve complex challenges, and adapt quickly in a fast-moving, service-oriented environment?

1. Incident Management

Troubleshoot and resolve application issues:

Address user tickets, triage issues, and provide solutions for both functional and technical problems.

Prioritize and escalate:

Identify business-critical issues that require urgent attention or Oracle escalation.

2. End-User Support & Enablement

Respond to user queries:

Answer "how to" questions, guide on navigation, and help interpret application results and configurations.

Conduct training and knowledge sharing:

Provide onboarding, refresher, and update training to business users.

3. Configuration & Administration

Assist with configuration:

Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc.), often in production and preview environments.

Support minor changes and regression tests

during quarterly updates.

4. Service Request (SR) Management

Log and manage Service Requests (SRs) with Oracle:

Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution.

Monitor patch and bug progress

and keep business updated.

5. Release & Patch Readiness

Analyze and communicate impact of quarterly updates:

Review "What's New" documents, pretest updates in sandboxes, and advise the business of changes or risks.

Regressions/UAT testing:

Coordinate or perform user acceptance and regression testing after updates.

6. Integration & Data Flow Support

Monitor and support integrations:

Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS.

Coordinate with IT or integration partners as needed.

8. Documentation & Knowledge Base

Maintain up-to-date support documentation:

Update FAQs, quick guides, and process manuals for evolving system and business processes.

9. Customer Experience

Advocate for user satisfaction:

Act as the voice of the user when working with Oracle or internal IT, collect feedback, and recommend enhancements when recurring pain points are identified.

10. Compliance & Best Practice

Ensure data privacy and compliance:

Follow all Oracle and customer organization data handling and privacy requirements. *

Promote SaaS best practices

(e.g., configure > extend > customize) and minimize system customizations.