Job Description

Position Overview:

• The Position is for a Functional Support Analyst with a technical background in Oracle Fusion Suite of SCM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
• The main role of a Support Analyst is to troubleshoot and resolve highly complex techno-functional problems.
• The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident.
• The key skills put to use on a daily basis are - high-level techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise. It is 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
    • Manage highly complex and critical customer issues
    • Serve as Situation Manager on highly sensitive 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
  • Formal mentoring for promoting the technical and professional development of others
  • Creation/review of Knowledge Articles

• Must Have Skills
  • 6+ years of experience in Implementation, support, or upgrade of SaaS SCM suite of products with at least 1 implementation experience on SaaS SCM Products \xe2\x80\x93Inventory Management, Order Management, Procurement, Logistics, Manufacturing, Supply Chain Planning, Maintenance, BI Publisher and knowledge on Oracle Integration Cloud.
  • Experience in Release 12.x SCM modules is an added advantage
  • 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
• Nice to Have Skills
  • 5 to 6 years of experience in Implementation, support or upgrade of Oracle SaaS SCM Suite.
  • Hands-on Configuration experience on at least three or more tools\xe2\x80\x93
    • SQL & PLSQL
    • HDL
    • Extract
    • BI Publisher
    • OTBI
    • Conversion
    • Security
    • Approvals
    • Integrations
    • CS/Webservices
  • Should have good knowledge on Fusion Cloud architecture, setup manager and activities.
  • Knowledge of FBDI and OTBI reports development
  • 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 of Security setup would be an added advantage.
  • Experience in one of the following areas is seen as an advantage:
    • XML
    • Java, J2EE and Oracle ADF
    • SOA and Web Services
• Others
  • Exhibit effective analytical skills & organizational skills
  • Good command over spoken & written English
  • Interact directly with customers, 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 \xe2\x80\x93 and use this learning to deliver value to customers on a daily basis.

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