Job Summary
JOB DESCRIPTION
As a Senior Support Analyst Oracle Fusion SCM, you will play a critical role in ensuring high-quality customer service and functional support for Oracle Fusion Supply Chain Management (SCM) modules. You will leverage your extensive experience across implementation, support, and troubleshooting of SCM modules to resolve complex issues, guide customers through best practices, and drive continuous improvement in our service delivery.
Key Responsibilities
- Engage with business partners to gather requirements and translate needs into functional and technical specifications for Oracle Fusion SCM solutions.
- Deliver excellent customer service by managing incident tracking, diagnosis, replication, troubleshooting, and providing effective resolutions for complex and critical cases.
- Own customer issues, interacting directly to ensure timely and complete resolution of each service incident.
- Collaborate with management in resolving critical customer situations and escalations.
- Lead and participate in knowledge gain and sharing initiatives through development and delivery of formal training sessions for the team.
- Create and review Knowledge Articles to ensure documentation accuracy and completeness.
- Stay current on Oracle SCM advancements, recommending and driving best practices and continuous improvement initiatives.
- Foster a collaborative, knowledge-sharing, and high-performance team environment.
Qualifications & Skills
Mandatory:
- Bachelor's degree (BE, BTech, MCA) or MBA
- Minimum 5 years of experience in implementation, support, or upgrade projects with at least 1 implementation experience on SaaS SCM (Procurement, Inventory, Sourcing, Order Management, Logistics & Shipping, Manufacturing, etc.)
- Primary expertise in Oracle Fusion Cloud Order Management, including Order Orchestration, Pricing, Global Order Promising, Procurement, Manufacturing, and Logistics & Shipping
- Strong analytical and problem-solving abilities
- Demonstrated capability to work independently in a fast-paced and dynamic environment
- Proven hands-on product/functional or technical experience; or L1/L2/L3 level support experience
- Ability to relate product functionality to business processes and provide practical implementation advice
- Competence in reading and deciphering software log and trace files for problem resolution
- Experience troubleshooting issues and performing data analysis for users
- Proficiency in understanding business process flows and conducting functional testing using test scripts
- Experience facilitating training and knowledge-sharing sessions
Good-to-Have:
- Excellent communication and interpersonal skills for effective stakeholder, team, and customer engagement
- Familiarity with Fusion Cloud architecture, Setup Manager, and related activities
- Experience in FBDI and OTBI report development
- Understanding of external data integration with Oracle Fusion Applications
- Knowledge of security setup in Fusion Cloud
- Exposure to SQL, BIP, OTBI, or Redwood
- Strong learning orientation and up-to-date awareness of emerging business models, product features, and technologies
- Experience in managed services delivery, including client relationship management and KPI achievement
Self-Assessment Questions
Candidates are encouraged to reflect on the following as you consider applying:
- Have I participated in a minimum of one full lifecycle implementation of Oracle Fusion SCM modules and do I have at least five years of hands-on support, implementation, or upgrade experience
- Do I have deep expertise in three or more SCM modules such as Procurement, Inventory, Sourcing, Order Management, Manufacturing, Logistics, or Shipping
- Am I comfortable reading and analyzing software log and trace files to diagnose and resolve complex technical issues
- Can I effectively relate product functionality to a business process, offering actionable advice to clients or business partners
- Do I possess the communication skills and initiative required to deliver training, share knowledge, and contribute to a collaborative team culture
Responsibilities
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
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