Job Description

As a member of the Oracle Customer Success Services (CSS) Support team, your focus will be on delivering high-quality post-sales support and solutions to Oracle's customer base. Acting as a customer advocate, you will resolve functional inquiries and technical questions related to the use and troubleshooting of Oracle Fusion HCM products, particularly Core HR, Benefits, and Compensation modules. As a primary point of contact, you will facilitate strong customer relationships, collaborate with internal Oracle teams, and address diverse customer situations and escalated issues.

Key Responsibilities:

Serve as an SME (Subject Matter Expert) for Oracle Fusion HCM, specializing in Core HR, Benefits, and Compensation modules.


Deliver post-implementation support and assist in resolving L1/L2 issues with a focus on business process analysis, requirement definition, solution design, and troubleshooting.


Guide customers in the adoption of new Fusion HCM features, including Redwood UX and embedded AI use-cases.


Advise and support customers in the adoption and integration of embedded AI capabilities within Oracle Fusion HCM.


Manage and prioritize multiple assignments, ensuring timely and accurate resolution.


Collaborate closely with customers globally, providing ongoing status and issue reports to clients and project managers.


Work independently to research, analyze, and develop innovative solutions for complex business challenges and cases.


Engage with project teams, ensuring smooth delivery and transition of projects to support.


Liaise with Oracle Product Support for escalated issue resolution and product recommendations.

Role Requirements:

2 to 4 years of hands-on functional experience with Oracle Fusion HCM Cloud, with demonstrated expertise and (preferably) certification in Core HR, Benefits and Compensation.


Strong business process, analytical, troubleshooting, and problem-solving skills within the HCM domain.


Experience assisting customers with the adoption and implementation of embedded AI within Oracle Fusion HCM environments.


Experience with, and (preferably) certification in, Oracle Fusion AI Agent Studio.


Proven ability to interact directly with customers, understand their requirements, and deliver solutions.


In-depth experience with requirements gathering, solution design, configuration, and issue resolution in Core HR, Benefits, and Compensation.


Knowledge and experience supporting or implementing modules, including Benefits administration, Compensation cycles, and absence management.


Familiarity with Redwood adoption and new user experience concepts in Oracle Fusion.


Working knowledge of technical aspects such as SQL and Fast Formula.


Excellent communication and customer engagement skills.


Positive attitude, adaptability, and willingness to continuously upskill and work collaboratively.


Experience working in or alongside Oracle Support or consulting teams preferred.


The role requires flexibility to work in shifts and to support a global customer base.

Desirable:

Exposure to additional Oracle Fusion HCM modules (e.g., Payroll, Talent Management) is an advantage.


Prior experience in working with global clients and diverse customer environments.