Job Description

As a member of Oracle Customer Success Services (CSS) Support, your primary role is to deliver excellent post-sales support and solutions to Oracle customers. Acting as a customer advocate, you will resolve functional and technical queries related to Oracle Fusion HCM with demonstrated expertise and (preferably) certification in Core HR, Security, and Help Desk modules. You will play a key role in facilitating customer adoption of advanced features including embedded AI and support customers through project delivery, escalations, and ongoing service.

Key Responsibilities:

Serve as a Subject Matter Expert (SME) for Oracle Fusion HCM with specialization in Core HR, Security, and Help Desk modules.


Resolve L1/L2 functional issues, perform business process analysis, requirement definition, and effective troubleshooting in Core HR, Security, and Help Desk areas.


Advise and support customers adopting new module features.


Support and guide customers in adopting and using Redwood and embedded AI functionalities within Oracle Fusion HCM, including configuration through Oracle Fusion AI Agent Studio.


Manage multiple client assignments with accuracy and timely resolution.


Liaise with Oracle teams and Product Support for escalated issue resolution and to ensure customer satisfaction.


Prepare regular project status and issue reports for Project Managers.


Work collaboratively with project stakeholders to ensure successful project delivery and effective transition to support.

Role Requirements:

2 to 4 years of hands-on functional experience with Oracle Fusion HCM Cloud, specifically in Core HR, Security (e.g., roles, privileges, user access management), and Help Desk modules.


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


Experience with supporting or implementing the Security and Help Desk modules, including creation and management of security profiles, role-based access, and case/ticket management.


Demonstrated experience helping customers adopt embedded AI within Oracle Fusion HCM environments.


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


Familiarity with Redwood user experience.


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


Excellent verbal and written communication skills; proven ability to engage with customers at multiple levels.


Positive attitude, adaptability, and commitment to continuous learning.


Experience working with Oracle Support and consulting teams is preferred.


The role requires flexibility to support a global customer base across time zones

Desirable:

Exposure to additional Oracle Fusion HCM modules (e.g., Benefits, Compensation, Talent Management).


Prior experience with global clients and diverse customer contexts.