Oracle Customer Success Services
As a key member of Oracle Customer Success Services, we will join an international network of experts dedicated to driving customer success through innovation and expertise. Our One Oracle approach ensures we will be part of a team delivering comprehensive, end-to-end services and solutions that accelerate the entire customer journey. Work alongside certified and experienced professionals, gaining exposure to cutting-edge technologies and methodologies, and enhancing your skills and credentials. Engage with a diverse range of customers, managing the full lifecycle of delivery and services, and ensuring each project has a tangible impact. Benefit from robust team support in a collaborative environment that prioritizes teamwork and mutual success. Join us in Oracle Customer Success Services and elevate your career with a company that values innovation, expertise, and customer-centric solutions.
Key Responsibilities
- Lead the design and delivery of scalable, high-impact Oracle Fusion Procurement Cloud implementations across business domains.
- Responsibilities include but not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The focus of this position is to provide Customer Service on a functional level and to ultimately drive complete and total resolution of each issue reported by customer.
- Stay up to date on Oracle Cloud Procurement advancements, recommending best practices and continuous improvements.
- Contribute to a collaborative, knowledge-sharing team culture.
Qualifications & Skills
Mandatory:
- Bachelor’s degree (BE, BTech, MCA)
- Minimum 5 years’ experience with at least four Oracle Fusion Procurement Cloud products (Sourcing, Purchasing, Self Service Procurement, Procurement Contracts, Supplier Qualification Management, Supplier Portal).
- Deep functional understanding of business processes and supply chain solution areas.
- Demonstrated expertise in Supporting Fusion Procurement Cloud modules
- Proficiency with at least basic report developing (BIP, OTBI).
- Strong analytical and problem-solving skills.
- Ability to thrive in a fast-paced, dynamic environment with minimal supervision.
Good-to-Have:
- Excellent communication and project management skills, including stakeholder and team facilitation.
- Experience with Service Requests (SRs), Request for Change (RFCs), and My Oracle Support.
Self-Assessment Questions
- Can I confidently translate complex business and functional requirements into technical Oracle Fusion Procurement specifications and solutions?
- Do I have hands-on experience implementing and supporting at least two Oracle Fusion Procurement Cloud products (e.g., Sourcing, Purchasing, Self Service Procurement, Procurement Contracts, Supplier Qualification Management, Supplier Portal)?
- Have I successfully supported diverse business processes such as planning, consolidation, and reporting in previous Fusion Cloud projects?
- Am I able to work independently, solve complex challenges, and adapt quickly in a fast-moving, service-oriented environment?
Responsibilities
- Incident Management
- Troubleshoot and resolve application issues:
- Address user tickets, triage issues, and provide solutions for both functional and technical problems.
- Prioritize and escalate:
- Identify business-critical issues that require urgent attention or Oracle escalation.
- End-User Support & Enablement
- Respond to user queries:
- Answer “how to” questions, guide on navigation, and help interpret application results and configurations.
- Conduct training and knowledge sharing:
- Provide onboarding, refresher, and update training to business users.
- Configuration & Administration
- Assist with configuration:
- Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc.), often in production and preview environments.
- Support minor changes and regression tests during quarterly updates.
- Service Request (SR) Management
- Log and manage Service Requests (SRs) with Oracle:
- Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution.
- Monitor patch and bug progress and keep business updated.
- Release & Patch Readiness
- Analyze and communicate impact of quarterly updates:
- Review “What’s New” documents, pretest updates in sandboxes, and advise the business of changes or risks.
- Regressions/UAT testing:
- Coordinate or perform user acceptance and regression testing after updates.
- Integration & Data Flow Support
- Monitor and support integrations:
- Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS.
- Coordinate with IT or integration partners as needed.
- Documentation & Knowledge Base
- Maintain up-to-date support documentation:
- Update FAQs, quick guides, and process manuals for evolving system and business processes.
- Customer Experience
- 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.
- Compliance & Best Practice
- Ensure data privacy and compliance:
- Follow all Oracle and customer organization data handling and privacy requirements.
- Promote SaaS best practices (e.g., configure > extend > customize) and minimize system customizations.
Qualifications
Career Level - IC3
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
