Technical Analyst 1-Support

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 pho neand 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.

Responsibilities

Department Description:

Oracle University Global Business Solutions is tasked with enabling the delivery of digital learning solutions for customers, partners, and employees -- a single global Web presence for Oracle University with integrated registration and payment systems and a comprehensive and integrated repository of courseware and customer data.

Brief Posting Description:

Online Learning Support Engineer will assist in the responsibility for the daily operation of the Learning Management System (LMS) environment at both an organizational and systems-specific level. This position reports directly to the Digital Learning Support Manager.

Detailed Description:

Resolve post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Digital Learning products and services. As 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.

RESPONSIBILITIES:

Organizational:

Participate in content development and evaluation initiatives Participate in process/product improvement initiatives Participate in strategic planning and business plan development for Digital Learning products and services

Systems Specific:

Support customer, partner, and employee service requests Create and Manage Training Events Create manual orders and facilitate special access requests Create/execute test plans Log and track enhancement requests/bugs Create/revise OU Online administration procedures and guides Diagnose and disposition/solve customer support issues Create/revise OU Online roles and permissions Set user privileges (individual/user group)

QUALIFICATIONS:

Professional:

Excellent written and verbal communications skills Self-starter, mentor, quick learner, and team player. Excellent organizational skills and attention to detail Ability to thrive in a high-pressure, dynamic environment Demonstrated ability to multitask and prioritize projects Ability to work at all organizational levels Ability to work with confidential/proprietary information in a professional manner Ability to follow established guidelines and procedures, and meet deadlines

Training and Technology:

Knowledge of Internet technologies and training content integration and delivery strategies Knowledge of any Learning Management System (LMS) Knowledge of Oracle Technologies (RDBMS) desired, but not required Knowledge of Java Technologies is desired, but not required

Education and Experience:

2-3 years experience in the implementation or management of technology-based training and online learning solutions

Shift: Should be willing to work in US time zones

Career Level - IC1