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:
- bachelors degree (BE, BTech, MCA) or MBA in Finance.
- Minimum 5 years of experience in Implementation, support, or upgrade Projects with at least 1 implementation experience on SaaS ERP Finance AR, AP, Revenue Management, Collections, Expenses etc.
- Primary Expertise in
Accounts Receivable, Payables, Revenue Management, Collections, and Expenses
. - Deep functional understanding of financial processes and ERP solution areas.
- 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 we'll 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.
Hands-on Configuration experience on at least one or more modules
- Fusion Cash Management, Tax Module
- Fusion Fixed Asset,
- Fusion GL, Accounting Hub
- Knowledge of 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.
- Knowledge on US Tax Requirements.
- Knowledge of Security setup would be an added advantage.
Basic Experience in one of the following areas is seen as an 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.
- Demonstrated experience in Managed Services that include Client Relationship Management, Offshore Delivery Management, Project/Program Management, contribution to Business Revenue Growth, significant contributions in the area of successful delivery of KPIs to the customer.
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 (eg, Receivables, Collections, Revenue Management)
- Am I skilled in supporting custom integrations and automations using ERP 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
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Troubleshoot and resolve application issues:
- Address user tickets, triage issues, and provide solutions for both functional and technical problems.
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Prioritize and escalate:
- Identify business-critical issues that require urgent attention or Oracle escalation.
2. End-User Support Enablement
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Respond to user queries:
- Answer how to questions, guide on navigation, and help interpret application results and configurations.
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Conduct training and knowledge sharing:
- Provide onboarding, refresher, and update training to business users.
3. Configuration Administration
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Assist with configuration:
- Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc), often in production and preview environments.
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Support minor changes and regression tests
during quarterly updates.
4. Service Request (SR) Management
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Log and manage Service Requests (SRs) with Oracle:
- Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution.
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Monitor patch and bug progress
and keep business updated.
5. Release Patch Readiness
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Analyze and communicate impact of quarterly updates:
- Review What s New documents, pretest updates in sandboxes, and advise the business of changes or risks.
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Regressions/UAT testing:
- Coordinate or perform user acceptance and regression testing after updates.
6. Integration Data Flow Support
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Monitor and support integrations:
- Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS.
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Coordinate with IT or integration partners as needed.
8. Documentation Knowledge Base
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Maintain up-to-date support documentation:
- Update FAQs, quick guides, and process manuals for evolving system and business processes.
9. Customer Experience
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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
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Ensure data privacy and compliance:
- Follow all Oracle and customer organization data handling and privacy requirements.
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Promote SaaS best practices
(eg, configure > extend > customize) and minimize system customizations.
