The Service Consultant is a crucial member of the Application Managed Services team responsible for supporting the production Oracle Retail application software. Your role involves troubleshooting issues, customizing existing software code, writing new code, testing modifications, and ensuring comprehensive documentation is maintained for software code related to OLR. Your primary responsibilities will include: - Providing on-call support to clients as required, even during non-business hours - Supporting and troubleshooting production client environments - Taking ownership of application issues and assisting in their resolution - Ensuring compliance with Oracle Retail and OLR development standards in all coding practices - Assisting in maintaining the OLR software development environment - Building and testing application enhancements and modifications - Adhering to all OLR policies, processes, and procedures - Documenting retail, Oracle Retail, and OLR specific practices and standards - Sharing knowledge through the submission of standard-compliant Knowledge articles for clients and internal knowledge sharing In addition to the essential duties, you should possess the following skills: - Professionalism in interactions with both internal and external customers, with excellent written and verbal communication skills - A demonstrated sense of urgency and commitment to exceptional customer service - Initiative, accuracy, efficiency, and attention to detail - Ability to manage multiple priorities and remain positive under pressure - Capability to maintain confidentiality regarding proprietary information - Strong problem-solving abilities and proactive issue resolution skills - Effective time management and adaptability to change in a complex organization - Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio) Qualifications required for this role include: - Bachelor's degree in Computer Science or a related field, or equivalent experience - Mandatory experience in Oracle RPM or ReIM modules - Mandatory proficiency in Eclipse Tool usage and Java packaging - Preferred experience in development and/or systems integration - Preferred background in the retail industry or associated IT field - Preferred experience with Oracle Retail software - ITIL V3 Foundation certificate is a plus This role offers an exciting opportunity to be part of a dynamic team supporting critical Oracle Retail applications and ensuring high standards of service delivery and customer satisfaction.,
Job Overview: We are looking for a highly skilled Xstore L2/L3 Support Specialist to join our dynamic L2/L3 support team. This position is ideal for someone with experience in managing and troubleshooting Xstore POS systems and providing efficient support to end-users. As an Xstore Support Specialist, you will be responsible for diagnosing/analyzing and resolving complex system issues, ensuring system uptime, and contributing to the overall optimization of retail operations. Also, should have been involved in 1 or 2 implementations in the past. Key Responsibilities: Troubleshoot Xstore POS Issues: Provide technical support for Xstore POS systems (both L2 and L3 levels) to resolve system issues related to transactions, integration with backend systems, or hardware malfunctions. System Configuration & Maintenance: Assist in the configuration and maintenance of Xstore systems, including setup, upgrades, and patches. Incident Management: Handle escalated technical incidents (L2/L3) related to the POS systems, ensuring timely resolution while maintaining service level agreements (SLAs). Root Cause Analysis: Identify and diagnose the root causes of issues impacting Xstore operations, providing solutions that prevent recurrence. Collaboration: Work closely with internal teams (network, infrastructure, development) and third-party vendors to ensure seamless POS system operations. User Training and Documentation: Develop and maintain user guides, knowledge base articles, and conduct training sessions for store associates on the proper use of Xstore POS. Performance Monitoring: Monitor system performance, generate reports, and proactively address any performance degradation or technical issues. Upgrades and Patches: Assist in the planning and execution of Xstore POS software upgrades and patches to ensure systems are always up-to-date and secure. Support Documentation: Maintain detailed records of troubleshooting efforts, issue resolutions, and changes made to the system. Required Skills and Qualifications: Experience: 2 to 4 years of hands-on experience in providing technical support for Xstore POS systems or similar retail systems. Technical Expertise: Strong understanding of Xstore POS application architecture, system integrations (e.g., with MFCS, CRM, ORCE, OMS, and OROB), and basic hardware troubleshooting. Java & Frameworks: Good knowledge of Java/J2EE and frameworks like Spring and Hibernate, with the ability to troubleshoot and enhance backend services. Problem-Solving: Excellent problem-solving skills with the ability to analyze complex technical issues and develop effective solutions. Communication Skills: Strong verbal and written communication skills, with the ability to communicate technical issues to non-technical users. Retail Knowledge: Experience working within a retail environment or understanding retail workflows is highly preferred. Database Skills: Familiarity with databases (SQL, Oracle) to assist in troubleshooting and query analysis. Tools & Platforms: Experience with ticketing systems (JIRA), remote desktop tools, and system monitoring tools. Operating Systems: Strong working knowledge of Windows Server, Linux, or similar server environments.