Job Description
Product Specialist - Oracle EBS Service Modules
Function: ERP Product / Global Service Technology
Level: Product Specialist
Reports To: ERP Operations Head, India & Asia
Position Summary
Drive the evolution of the Oracle EBS Service product landscape by delivering high-impact enhancements, improving service operations, and leveraging deep functional expertise across Oracle Service and Aftermarket modules. Act as a trusted functional advisor for complex and recurring service-related challenges while partnering with Product Owners to achieve global process convergence, operational excellence, and a standardized target operating model.
Key Responsibilities
Product Enhancement & Process Improvement
- Design and deliver regional Oracle EBS Service enhancements and process improvements.
- Translate business requirements into scalable, standardized solutions aligned with the global target operating model.
- Ensure enhancements support both regional operational needs and long-term enterprise objectives.
Global Standardization & Convergence
- Align regional solutions with global Service strategies and governance standards.
- Balance local operational requirements with enterprise-wide standardization objectives.
- Consolidate regional process variations into common Oracle EBS Service solutions to promote consistency and reduce complexity.
Functional Expertise & Support
- Provide expert-level support to ERP Second-Level Support teams on complex and non-standard service issues.
- Perform deep functional analysis, root-cause investigations, and recurring incident resolution.
- Support continuous improvement initiatives by converting operational challenges into sustainable product enhancements.
Product Roadmap & Prioritization
- Identify, evaluate, and prioritize enhancement opportunities across Oracle Service modules.
- Define scope, business value, and solution direction for future product initiatives.
- Ensure alignment of service enhancements with the organization's ERP target operating model and convergence strategy.
Project Leadership & Governance
- Lead and oversee regional service projects and enhancement initiatives.
- Ensure successful execution, governance compliance, testing, and deployment activities.
- Support integration initiatives spanning Service, Order Management, Supply Chain, and Finance functions.
Supported Oracle EBS Service Modules
- Service Contracts (OKS)
- Installed Base (CSI)
- Field Service
- Depot Repair
- TeleService (preferred)
- Spares Management
- iSupport (preferred)
- Warranty & Entitlement Management
- Returns and Repair Management
Key Stakeholders & Interactions
| Stakeholder | Purpose |
| Product Owner - Service | Prioritization, roadmap alignment, and solution design |
| ERP Second-Level Support (RUN) | Escalation management and knowledge industrialization |
| ERP Tech Factory | Delivery of Run, Enhance, and Converge initiatives |
| Service Operations, Field Service & Aftermarket Teams | Requirements gathering, validation, and adoption |
| Order Management & Finance Teams | Cross-functional process alignment and integration support |
Success Measures (KPIs)
- Enhancement delivery success rate
- Reduction in recurring service and support issues
- Reduction in solution rework and defect rates
- Functional standardization and template conversion rate
- Service process adoption and operational efficiency improvements
Qualifications & Experience
Experience
- 5-8 years of Oracle EBS Service functional experience.
- Strong expertise in Service Contracts (OKS), Installed Base (CSI), Field Service, Depot Repair, and Spares Management.
- Experience working within global or multi-regional Oracle EBS environments.
- Proven involvement in process convergence, standardization, and transformation initiatives.
- Demonstrated ability to analyze recurring operational challenges and translate them into long-term product improvements.
- Strong understanding of end-to-end aftermarket service processes, warranty management, contract administration, repair operations, and service fulfillment.
- Knowledge of integrations across Service, Supply Chain, Order Management, and Finance functions.
Technical Competencies
- Deep expertise in Oracle EBS Service processes, configurations, and business impacts.
- Ability to design scalable and standardized solutions aligned with global templates.
- Strong understanding of enhancement lifecycle management.
- Expertise in integration and process touchpoints across:
- Service Contracts & Entitlements
- Installed Base Management
- Warranty Administration
- Returns & Repair Processing
- Service-to-Cash Processes
- Order-to-Cash (O2C)
- Financial Integration for Service Transactions
Professional Attributes
- Strong convergence and continuous improvement mindset.
- Excellent analytical and problem-solving capabilities.
- Ability to influence stakeholders and drive global process harmonization.
- Leadership skills to mentor junior team members and guide functional discussions.
- Strong communication, collaboration, and stakeholder management skills.
- Customer and service-oriented mindset focused on operational excellence.
Preferred Profile
A collaborative Oracle EBS Service functional expert who can balance regional service requirements, global standardization objectives, and product evolution priorities while improving service delivery, aftermarket operations, and customer experience across the enterprise.
