Oracle Technical Analyst 3-Support in Colorado Springs, Colorado

Technical Analyst 3-Support

Preferred Qualifications

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.

Department Description:

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

our employees.

Position Overview:

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

Inventory).

Job Responsibilities:

  • 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)

Candidate Profile:

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

installation/configuration.

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.

  • Exceptional

diagnostic and troubleshooting abilities.

Behavioral

  • DetailOriented

  • 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.

  • Processorientation preferred.

  • Selfstarter.

Technical& Analytical

  • 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.

Education

  • B.S.(Computer Science) or equivalent preferred.

  • Otherqualifications with adequate experience might be considered.

Top 4 skill sets / technologies in the idealcandidate:

  1. Strong Supply Chain / Manufacturing functional knowledge

  2. Excellent communication skills dealing with customers (internallyand externally)

  3. Exceptional diagnostic andtroubleshooting skills

  4. 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.

Job: Support

Location: US-CO,Colorado-Colorado Springs

Job Type: Regular Employee Hire

Organization: Oracle