Technical Analyst 3 - Support

Role & responsibilities

Short description displayed on job tileAs 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. Understand 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 description displayed in the job posting

Looking for Consultant/Support Engineer/Application analyst with background in HCM, Financials and SQL. Skills nice to have: Unix, PL/SQL/Java/XML. The role is 60% in delivering technical and functional support to global enterprise customers where the difference is for projects work in creating automation, creating troubleshooting content, testing new releases, delivering trainings, and creating special internal tools. Team spirit is highly required, and we are doing periodic team events.

Career Level - IC3

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Responsibilities displayed in the job posting

EBS Financials/HCM Technical Support Engineer is having the following responsibilities: 

• Deliver customer service within service-level agreement for both quality and time
• Create valuable and reusable troubleshooting content
• Participate in Automation troubleshooting activities by providing feedback, submitting ideas, and creating scripts to depict and resolve software and data issues
• Engage in global or regional project activities for improving customer service and troubleshooting methodologies and tools
• Be part in testing cycles when preparing to release a new software version
• Occasionally deliver internal and external training sessions for financial software features and troubleshooting methods
• Be part of rotational support coverage for our customers on public holidays & weekends as per business needs
  
• Ability to work an adjusted workweek to ensure we have coverage for our customers on weekends as per business needs. Example workweek could include potentially working from Tuesday through Sat or Wednesday through Sunday.
  
• Ability to participate in rotational support coverage for our customers on public holidays & weekends as per business needs.
• Ability to work shifts outside of standard business hours
  

Qualifications: 

• Knowledge of HCM , accounting principles and understanding of ERP product(s), particularly HCM, Financials (General Ledger, Payables, and Receivables) aspects are essential
• Knowledge of SQL (any DB) is essential also for support engineers
• Excellent communication skills (written and verbal) in English is mandatory
• Good knowledge of business flow for technical candidates
• Candidate should have strong customer focus, analytical thinking, to constantly look for ideas and process or tools improvement and to be team player
• Nice to have technical knowledge PL/SQL, Oracle Reports, XML Publisher, JAVA technology, UNIX, APEX
• Previous experience in desk support for ERPs or Consultancy would be an advantage 
• Experience in Oracle E-Business Suite in particular HCM, Financials would be an advantage

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)

Preferred candidate profile

Perks and benefits