Oracle Technical Analyst 3-Support in Colorado Springs, Colorado
Technical Analyst 3-Support
Are you interested in being part of a dynamic and
fast paced team supporting Oracle’s newest Supply Chain and Procurement
offering? At Oracle Fusion, we deliver Supply Chain Management /
Procurement / Manufacturing solutions in the Cloud (SaaS) and on-premise to
leading companies worldwide, across multiple industries.
The Fusion Supply Chain / Manufacturing Support Team is expanding
to support our rapidly increasing customer base in the Cloud (SaaS), as well as
growing numbers of on-premise accounts. The team partners with Oracle
Development in supporting early adopters and many other new customers.
This is a unique opportunity to be part of the future of Oracle Support
and help shape the product and the organization to benefit our customers and
This position is for supporting Fusion Applications,
particularly under the Supply Chain Management / Manufacturing pillar (Materials
Requirement Planning, Production Planning, Warehouse Management, Configurator,
Advanced Pricing, Product Information Management, Distributed Order
Orchestration, Logistics, Cost Management, Procurement, Sales Order, and
Research,resolve and respond to complex issues across the Application product lines andproduct boundaries in accordance with current standards
Demonstratestrong follow-through and consistently keep commitments to customers andemployees
Ensurethat each and every customer is handled with a consummately professionalattitude and the highest possible level of service
Takeownership and responsibility for priority customer cases where and whenrequired
Reviewurgent and critical incidents for quality
Queuereviews with analysts to ensure quality and efficiency of support
Reporthigh visibility cases, escalation, customer trends to management
Actas information resource to the management team
Contributeto an environment that encourages information sharing, team-based resolutionactivity, cross training and an absolute focus on resolving customer cases asquickly and effectively as possible
Participatein projects that enhance the quality or efficiency of support
Participatein system and release testing, as needed
Actas a role model and mentor for other analysts
Participatein after hour support as required.
Workwith Oracle Development/Support Development for product related issues
Demonstratecore competencies (employ sound business judgment, creative and innovative waysto solve problems, strong work ethic and do whatever it takes to get the jobdone)
Oracle Software Support is growing its Fusion Supply Chain /
Manufacturing Support team.
As part of this team, you will learn the latest technology
and help influence product supportability, usability, maintenance, and
The team works closely with the Fusion Development team, as
well as other Oracle teams, directly involved in Fusion Products.
If you are interested in joining the support team for a product in
its early stages and help shape the future of Fusion product and Fusion
customers alike, then this is the place to be. If you think you meet the
requirements below, we are definitely interested in finding more about you.
As a Support Engineer, you will be expected to have:
- Skills in
using industry standard tools and techniques.
diagnostic and troubleshooting abilities.
Excellentcommunication skills, in terms of being able to convey technical and functionalknowledge and solutions in highly escalated situations to executives, supportpersonnel and customer personnel.
Well-developedlistening skills, with ability to discern core issues in an environment whereit may be difficult to determine the symptoms and cause.
Goodorganizational skills that facilitate the generation of coherent action plansthat meet participant needs and lead to problem resolution as quickly aspossible.
Fast andflexible problem solving aptitude so as to be able to adjust resolution plansas new data for given problems is obtained.
Ability topersevere in the face of obstacles and ensure customers’ success.
Able towork well with limited daily supervision.
Well-developedtroubleshooting skills in the area of functional or technical domains ofenterprise business application environments as listed in the respective posting.
Ability toanalyze details and synthesize the "big picture", frequently workingwith incomplete or ambiguous data.
Creativeuse of industry standard tools to aid in the diagnostic process.
Knowledgein one of the following areas is seen as an advantage: XML, Java, J2EE, OracleADF, SOA and Web Services.
B.S.(Computer Science) or equivalent preferred.
Otherqualifications with adequate experience might be considered.
Top 4 skill sets / technologies in the idealcandidate:
Strong Supply Chain / Manufacturing functional knowledge
Excellent communication skills dealing with customers (internallyand externally)
Exceptional diagnostic andtroubleshooting skills
Desire to learn new technologies
Job duties mayrequire work in 8-hour shifts, up until 9 pm MST, either on rotational orpermanent basis
Detailed Description and Job Requirements
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 Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
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.
Location: US-CO,Colorado-Colorado Springs
Job Type: Regular Employee Hire