EBS Senior Technical Support Engineer
2 zile în urmă

Preferred Qualifications

EBS/MANUFACTURING/Core Manufacturing
Information Technology
Job Reference
xxxxxxxxxxxxxxxx Assist Oracle customers in solving functional and technical problems related to ERP applications. RESPONSIBILITIES: • To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
• Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
• Service request resolution in a collaborative environment with the customer
• Maintaining product expertise in assigned cluster
• Reducing escalations
• Working towards, adopting and contributing to new processes and tools (Oracle Web Conferencing, diagnostic methodology, health checks, scripting tools, etc.
• Contributing to Knowledge Management content creation and maintenance
• Participating in Root Cause/Corrective Action activities defined within the product area in order to further enhance the customer experience and improve the Oracle product
• Working with development on product improvement programs (testing, SRP, BETA programs etc) as required
• Operating within Oracle business processes and procedures
• Respond and resolve customer issues within Key Performance Indicator targets
• Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area
• Ensure the timely completion of planned proactive tasks and Service Requests
• Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests
QUALIFICATIONS: Degree Level & Equivalent Measures:
• Technical degree i.e., BS Computer Science/Management Information Systems/ Science/ Engineering/ Math/Physics/Chemistry OR proven relevant years professional/ technical experience (preferably Oracle) would take the place of a degree OR (for Applications) functional (e.g., BA finance) degree with higher level technical degree/appropriate work experience OR (for Applications) proven professional/ technical experience, i.e., demonstrates an understanding of Applications at a functional and technical level, (preferably Oracle)
• Greater than 5 years experience with Business Information Technology
• Work experience with Oracle and non-Oracle products and technologies including: Database Technologies, Internet Technologies, Application Development Tools, Operating Systems, Programming Languages and ERP systems
• Knowledge of Java language and Java programming tools
• Ability to Read, Write and debug PL/SQL
• Strong with SQL – Read, Write and Build own diagnostic scripts
• Desirable: The candidates need applications technical knowledge but also a depth of technical knowledge to include Unix, NT, relational and hierarchical database
Functional (ERP Applications)
• Knowledge of ERP Applications and business process
• Desired skills: Oracle Process Manufacturing/Oracle Supply Chain Applications/Discrete Execution
Personal Attributes:
• Proactive
• Problem Solving/Analytical Skills
• Effective Communication (verbal and written)
• Focus on Relationships (internal and external)
• Influencing/Negotiating
• Teamwork
• Results Focused
• Escalations Management
• Expertise (maintaining professional in own discipline)
• Enthusiasm
• Flexibility
• Organizational Skills
• Coaching/Knowledge Transfer Ability
Please submit your CV in English! Thank you!
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