Senior Consultant for Oracle Fusion HCM - ACS-CSS

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.

As a Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.

Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Career Level - IC3

Responsibilities

Who is Advanced Customer Services - OFS Oracle Functional Services?

Oracle Advanced Customer Services is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology ,  First of all, the People. Advanced Customer Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.

Advanced Customer Services is a global organization, operating in 100+ countries for 20+ years, with a wealth of customers across all industries Thousands of customers around the globe rely on Advanced Customer Services for high performance and the efficient operation of their most critical business processes on Oracle environments Lifecycle management

Being part of Advanced Customer Services organization, you get an opportunity in the lifecycle management of the solution. As customers’ operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).

Desired skills

•    Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists.

•    Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations

•    Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what the cause is and what the symptom is.

•    Good organizational skills. Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible. Also able to revise this plan as new data is obtained without appearing that there was no plan.

•    Ability to persevere in the face of obstacles and ensure customer’s success.

•    Self starter, works well unsupervised or with limited supervision.

•    Detail Oriented (Process orientation preferred)

 

Technical & Analytical Skills (Required)

•    Well-developed troubleshooting skills, ability to analyze details and synthesize "big picture", frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process.

•    Detailed Functional and technical knowledge of more than one modules in any of the following Oracle Global Human Resources Fusion Application Suites (HCM - SaaS) - Oracle EBusiness Suite

 

What you will do 

This position is for supporting Fusion Applications, particularly under the Oracle Human
Resources (HCM - SaaS)  (Core Human Resources , Onboarding , Benefits, Absence Management ,Workforce Modeling and Predictions, Oracle Strategic Workforce Planning, HR Help Desk, Work Life Solutions, Digital Assistance , Connections , experience Design Studio , Advanced HCM Controls , HCM journey ) :

• Complete tasks efficiently and in a timely manner, Effectively communicate and drive project deliverables

• Interact with the project team members responsible for developing reports, interfaces, data conversion programs, and application extensions

• Provide status and issue reports to the Project Manager/Client on a regular basis

• Basic Knowledge of Oracle Fusion Finance modules is preferred

• Support clients with the execution of test scripts

What we offer 

·     A competitive salary with exciting benefits

·     Flexible and remote working so you can do your best work

·     Learning and development opportunities to advance your career

·     An Employee Assistance Program to support your mental health

·     Employee resource groups that champion our diverse communities

·     Core benefits such as medical, life insurance, and access to retirement planning

·     An inclusive culture that celebrates what makes you unique