Senior Technical Analyst

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)

Career Level - IC3

Responsibilities 

 Position Overview: 
Position is for a Techno-functional Support Professional, preferably with implementation background in Oracle EBS Financial Applications.
Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each issue reported by customer.


 Job Description 

We expect candidate to have:

Strong knowledge of financials business processes and concepts.

Hands-on implementation/Support experience in EBS Financial Modules like GL, AP, AR, FA, IBY, PA and CM. Any additional knowledge of Costing (discrete/process) will be added advantage.

Ability to relate the product functionality to business processes, and thus offer implementation advises to customers on how to meet their various business scenarios using Oracle EBS Financials.

Strong technical debugging skills using SQL, PLSQL, Reports etc.

Strong problem solving skills.

Strong Customer interactions and service orientation so you can understand customers critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.

Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.

Candidate should be team player so you leverage each others strengths. You will be engaged in collaboration with peers within/across the teams often.

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.

High flexibility so you remain agile in a fast changing business and organizational environment.

Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.

 Personal Attributes: 

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

 Your Qualification: 

The candidate should have 6+ years of techno-functional experience with Oracle Financials and a minimum 2 years of leadership experience working at a customer facing roles. High commitment with his/her customers is must.

Skills - EBS R12 techno-functional skills in Finance modules (GL, AP, AR, CM, FA, IBY, PA, CM, Costing).

Technical Skills - Good debugging skills using SQL, PL/SQL,Forms, Reports, XML/BI Publisher and Workflow.

Shift working is mandatory. Ready to work in shifts including night shift on rotation basis (6:30pm/10:30pm/2:30pm). The role will be based in Bangalore / Hyderabad/Noida.

Education:BE, BTech, MCA, CA, ICWA, MBA (Finance) preferred.

Skills:
Oracle Applications,Oracle EBS Finance Functional (GL/AP/AR/PA/CM)