Principal Analyst, CSS Global SaaS & Apps Delivery, SaaS Apps

AboutOracle Customer Success Services

Who better to support Oracle...than Oracle

Oracle delivers fully integrated technology and AI solutions spanning infrastructure and applications across every industry we serve, constantly raising the bar on what's possible. But today's organizations need more than just great technology to achieve lasting business outcomes.

For sustained growth and a competitive industry advantage, customers rely on Oracle Customer Success Services (CSS) for end-to-end expertise across their Oracle ecosystem. The customer-centric approach, integration with Oracle Product Development, and collaboration with partners that CSS provides helps organizations accelerate solution adoption, foster innovation, and obtain long-term value from their Oracle investments.

When business continuity is crucial and you need mission-critical support, Oracle Customer Success Services offers proactive guidance and preventative services delivered by a dedicated support team. This mission-critical support is to drive high availability across the entire Oracle IT stack-from applications, middleware, and database to servers, storage, and network devices.

Oracle Customer Success Services, delivers the high availability and mission-critical support businesses demands. A team of Advanced Support Engineers work closely with customers, both onsite and remotely, to provide 24/7 personalized support. The team combines the knowledge of customer environment and expertise from Oracle Support and Product Development, to help resolve critical issues.

Customer Success Services-Oracle SAAS - Fusion HCM Functional Analyst

Position Overview:

We are looking for Oracle Fusion HCM Functional Consultant with Overall 7 to 12 years of IT experience with at least 8 years of Fusion HCM experience and remaining years of HRMS/ERP domain experience in Oracle EBS. The selected candidates should be able to relocate to any one of the work locations (Bangalore, Hyderabad, Gurgaon) for forthcoming projects if selected, should also be willing work in shifts if required as our customers are spread across various countries. Must have good understanding of the following Oracle Cloud HCM version 13+ capabilities. We are looking for a Functional person who has real-time hands-on product and/or functional experience and/or worked with L3 level support and/or having equivalent knowledge.

1. Position is for a functional Support Professional, preferably with implementation background in Oracle Cloud HCM Applications.
2. Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional issues of complex and critical service requests. The focus of this position is to provide Customer Service on functional level and to ultimately drive complete and total resolution of each issue reported by customer.
3. Position is for a Support Analyst with a background in Oracle SAAS HCM Suite of products
4. Responsible for customer production support, tracking-incidents, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
5. The key skills put to use on a daily basis are - high level of functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.
6. It an opportunity to work with Cloud and On Premise customers. This work includes:
   1. Work directly with Customers for
      1. Advising on complex use of Oracle products
      2. Resolving highly complex and mission-critical issues
      3. Serve as Situation Manager on highly sensitive issues
   2. Formal mentoring for promoting the functional and professional development of others
   3. Creation/review of Knowledge Articles

Qualifications:Any professional qualification (BE/ B Tech/MCA/ MSc (Comp Science)).

1. Must have Skills
   1. Fusion HCM Functional Consultant (80% Functional + 20% Technical) with Overall 7 to 12 years of IT experience with at least 8 years of Fusion experience and remaining years of HRMS domain experience in Oracle EBS / Fusion

   2. Primary Module Skill Required

      At least 1 to 2 Oracle Fusion HCM implementations or Support exposure with hands on experience in 2 to 3 HCM modules

      1. Fusion Core HR
      2. Fusion Absence
      3. Fusion Payroll
      4. Fusion Time and Labor
      5. Fusion Compensation
      6. Fusion Benefits
      7. Fusion Talent Management
      8. ORC

Job Description

1. Fusion HCM Functional Consultant (80% Functional + 20% Technical) with Overall 7 to 12 years of IT experience with at least 3 years of Fusion experience and remaining years of HRMS domain experience in Oracle EBS / Fusion.
   1. Should have worked in 3 or more Oracle HCM Cloud implementation or support projects as a Functional consultant.
   2. Should have Strong HCM business processes knowledge and concepts.
   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 HCM
   4. 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 HCM
   5. Technically Strong with Expert Skills in SQL, PLSQL, OTBI/ BIP reports, FBDI, ADFDI, BPM workflows, ADF Faces, BI Extract for FTP, Integration and Personalization.
   6. 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 HCM
   7. Strong problem solving skills.
   8. Strong Customer interactions and service orientation so you can understand customer's critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.
   9. Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.
   10. Strong team player so you leverage each other's strengths. You will be engaged in collaboration with peers within/across the teams often.
   11. 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.
   12. High flexibility so you remain agile in a fast changing business and organizational environment.
   13. Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.
   14. Should have excellent communication, Project/stakeholder/team management skills and experience.

Should have excellent documentation, presentation, customer handling, problem solving, solution design skills and experience.

Job Responsibilities:

• The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.
  • Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios
  • Should have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.
  • Work with users to trouble shoot and resolve issues, answers business questions, provides data analysis
  • Should be able to understand business process flow and perform functional testing as per business requirement with appropriate test scripts
  • Conduct training and knowledge sharing sessions
  • Knowledge of external data integration services to load data into Oracle Fusion Applications from external sources, such as legacy systems and third-party applications or EPM Suite of applications.
  • Should have knowledge of localizations
  • Knowledge on Security setup would an added advantage.
  • Must have very good communication skills , Must be a team player, willing to learn new technologies
  • Must work in rotational shifts INCLUDING night shifts
  • Experience and Expertise in one of the following areas is seen as an advantage:
    • XML
    • Java, J2EE and Oracle ADF
    • SOA and Web Services
    • PL/SQL, Forms , Reports , Unix Shell Scripts
    • Discoverer , Workflow, BI Publisher / OTBI Reports
    • Java / JSP
    • Web ADI ,OAF , ADF
    • PaaS Integrations, OIC, SOA, Web Services
    • Javascript, jQuery, KnockoutJS, NodeJS , HTML, CSS, python
    • HCM Extract , HDL File Transfers
  • Exhibit effective analytical skills & organizational skills
  • Good command over spoken & written English
  • Interact directly with customers and follows through on all assignments and takes ownership of customer issues
  • Seeks innovative ways to improve the process of delivering solutions to customers
  • Strong written and verbal English communication skills multi-lingual a plus
  • Self driven and result oriented
  • Strong problem solving/analytical skills
  • Strong customer support and relation skills
  • Effective communication (verbal and written)
  • Focus on relationships (internal and external)
  • Strong willingness to learn new things and share them with others
  • Influencing/negotiating
  • Team player
  • Customer focused
  • Confident and decisive
  • Values Expertise (maintaining professional expertise in own discipline)
  • Enthusiasm
  • Flexibility
  • Organizational skills
  • Values and enjoys coaching/knowledge transfer ability
  • Values and enjoys teaching technical courses

Others

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.

Career Level - IC4