Senior Technical Support Analyst - Cloud Supply Chain Management

Career Level -

Job Responsibilities :

• Research, resolve and respond to complex issues across the Application product lines and product boundaries in accordance with current standards.
• Demonstrate strong follow-through and consistently keep commitments to customers and partners.
• Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.
• Take ownership and responsibility for priority customer cases where and when required.
• Review urgent and critical incidents for quality.
• Queue reviews with engineers to ensure quality and efficiency of support.
• Report high visibility cases, escalations, customer trends to management.
• Act as information resource to the management team.
• Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible.
• Participate in projects that enhance the quality or efficiency of support.
• Participate in system and release testing, as needed.
• Act as a role model and mentor for other engineers.
• Work with Oracle Development / Support Development for product-related issues.
• Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic, and do whatever it takes to get the job done).

Behavioral

• Detail-oriented.
• Excellent communication skills, in terms of being able to convey technical and functional knowledge and solutions in highly escalated situations to executives, support personnel and customer personnel.
• Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.
• Good organizational skills that facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible.
• Fast and flexible problem solving aptitude so as to be able to adjust resolution plans as new data for given problems is obtained.
• Ability to persevere in the face of obstacles and ensure customers’ success.
• Able to work well with limited daily supervision.
• Process orientation preferred.
• Self-starter.

Technical & Analytical

• Well-developed troubleshooting skills in the area of functional or technical domains of enterprise business application environments as listed in the respective posting.
• Ability to analyze details and synthesize the "big picture", frequently working with incomplete or ambiguous data.
• Creative use of industry standard tools to aid in the diagnostic process.
• Knowledge in one of the following areas is seen as an advantage : XML, Java, J2EE, Oracle ADF, SOA and Web Services.

Education

• Computer Science, Information Systems, Science, Mathematics, Physics, or Chemistry) with a GPA and / or :
• Other qualifications and experience, such as proven professional / technical experience in demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

Top 4 skill sets / technologies in the ideal candidate :

• Strong Supply Chain Management, with Planning and Manufacturing Modules
• Excellent communication skills dealing with customers (internally and externally).
• Exceptional diagnostic and troubleshooting skills.
• Desire to learn new technologies.

Disclaimer :

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US : Hiring Range : from $ to $ per hour; from $44,900 to $126,100 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following :

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee / Spouse / Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off : Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position.

Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment.

Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave : 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.