Uses internal systems used for collecting and analyzing usage data for the Oracle products in scope, that were deployed by either Oracle Customers and Partners.
Provides Field Consultants with Data Analysis Services - collecting and analyzing data regarding the installations and usage of Oracle products by Customers and Partners. The service is offered remotely in accordance with internal standards and procedures.
Performs analysis activities on Oracle Products based on field consultants demands using the specific tools and systems
Informs and provides regular updates on the activity results to the direct Manager.
Makes efficient use of available communication solutions(email, telephone, instant chat)
Performs a complete, detailed and accurate analysis of collected data, verifies and validates usage data against entitlements and prepares the license usage report according to GLAS standards and procedures. Presents the report and findings to field consultants.
Gains and maintains strong knowledge and expertise regarding the usage analysis of Oracle Products within team’s scope, on both technical and licensing aspects.
Ensures that the problems which cannot be solved by own means and responsibilities are escalated in due time and according to GLAS standards and procedures.
Acknowledges and applies the policies, procedures and processes, as defined on Company / Line of Business / Department levels.
Is responsible for achieving team and individual objectives, as agreed with the direct manager.
Ensures fulfilling of given tasks within the timelines and quality standards agreed with the direct manager.
2 years in IT &C Industry, Software Development, Customer Relations experience.
Bachelor’s degree in Computer Science, IT, Economics or Technical profile
Basic/Beginner SQL and DB knowledge
Basic/Beginner Unix/Linux and Windows knowledge
Basic/Beginner of server/computer and network architecture
Strong attention to details
Excellent research abilities
Complex problem-solving and decision-making abilities.
Ability to adapt and coordinate work efficiently under pressure.
Ability to work both independently and in a team environment.
Planning and analytical capabilities.
Excellent English communication skills, both verbal and written.
Detailed Description and Job Requirements
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 Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).