Job
Description
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. Education Experience: BE, BTech, MCA , CA or equivalent preferred. Other qualifications with adequate experience may be considered. 5+ years relevant working experience ##Functional/Technical Knowledge Skills: Must have good understanding of the following Oracle Cloud Financials version 12+ capabilities: We are looking for a techno-functional person who has real-time hands-on functional/product and/or technical experience; and/or worked with L2 or L3 level support; and/or having equivalent knowledge. We expect candidate to have: 1. Strong business processes knowledge and concepts. 2. Implementation/Support experience on either of the area - a) ERP - Cloud Financial Modules like GL, AP, AR, FA, IBY, PA, CST, ZX and PSA or b) HCM - Core HR, Benefits, Absence, TL, Payroll, Compensation, Talent Management or c) SCM - Inventory, OM, Procurement Candidate must have hands on experience minimum in any of the 5 modules on the above pillars. 3. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using Oracle Cloud Financials. 4. Technically Strong with Expert Skills in SQL, PLSQL, OTBI/ BIP/FRS reports, FBDI, ADFDI, BPM workflows, ADF Faces, BI Extract for FTP, Payment Integration and Personalisation. 5. Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios using Oracle Cloud. 6. Strong problem solving skills. 7. Strong Customer interactions and service orientation so you can understand customer s critical situations and accordingly provide the response, and mobilise the organisational resources, while setting realistic expectations to customers. 8. Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities. 9. Strong team player so you leverage each other s strengths. You will be engaged in collaboration with peers within/across the teams often. 10. 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. 11. High flexibility so you remain agile in a fast changing business and organisational environment. 12. Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities. # Personal Attributes: 1. Self driven and result oriented 2. Strong problem solving/analytical skills 3. Strong customer support and relation skills 4. Effective communication (verbal and written) 5. Focus on relationships (internal and external) 6. Strong willingness to learn new things and share them with others 7. Influencing/negotiating 8. Team player 9. Customer focused 10. Confident and decisive 11. Values Expertise (maintaining professional expertise in own discipline) 12. Enthusiasm 13. Flexibility 14. Organizational skills 15. Values and enjoys coaching/knowledge transfer ability 16. Values and enjoys teaching technical courses Note: Shift working is mandatory. Candidate should be open to work in evening and night shifts on rotation basis. Career Level - IC3/IC4/IC5
