The Oracle Support SaaS Practice Architect team is based in the Oracle Support organization. While they are in the support organization, this team does not perform the traditional support role of working daily service requests with customers.
We are tasked with using our deep product, technical and implementation expertise to anticipate customer challenges and find ways to proactively address them before the customer needs to ask for help.
We identify key trouble areas, develop knowledge, diagnostics or automations to identify the root cause of those issues.
Then we drive actions across the support and development organization to resolve those issues, and equip the organization to support any challenges the customers may have as a result of those issues.
NOTE : While we work with the support engineers and may help out with Service Requests, that is not our primary role.
We work with the tools, processes, engineers and development to improve the capability and response of the entire support organization.)
This is a great opportunity to use your consulting, product, technical and leadership skills all at the same time!
Key Skills :
We have needs in multiple SaaS application product areas :
Supply Chain Management (SCM) Special need for the Managerial Accounting or Costing applications
Human Capital Management (HCM)
Financial Management (ERP)
Customer Experience (CX) Sales and Services
The Practice Architects are instrumental in shaping and executing critical strategies across the team. They strategize with executives (product teams, development, OCS, customers, etc.
and serve as a trusted partner and influencer enabling the business to adopt and execute the strategies.
Understanding the business and engineer requirements of the product space
Ability to run through root-cause analysis for customer SRs to identify patterns for designing signatures and look for unique opportunities that will help customers proactively.
Driving quarterly support release readiness activities and training
Identify SR reduction and service improvement opportunities - before the product is released
Designing and implementing diagnostics and automations to reduce the time to resolve issues
This starts with telemetry and observability of the SaaS application functionality usage and SR creation
Work on the telemetry and observability framework.
Build out monitoring sensors and alarms for BPM and One-Console, defining thresholds and activities that would trigger alarms to proactively notify customers or support.
Excellent understanding of WebLogic architecture, Clusters, Servers, OCI and how fusion applications work.
Identifying and driving change into the product, documentation and diagnostics.
Always look to improve the product capabilities and experience.
This is part of the North Star to transform the customer experience from a support-orientation to a success and experience orientation.
Drive knowledge improvement across the product family.
This can be in the form of product documentation, help text, error messaging and knowledge management.
Maintain up to date knowledge of supported products and solutions
Learning new automations, technologies and tooling capabilities to offer continued growth and improvement for the business.
This requires continuous learning and application of those new skills.
Ability to learn new technology like VBCS, Oracle JET, Oracle Digital Assistant (ODA) and Chatbots, Oracle Intelligent Advisor (OIA), Business Process Monitoring (BPM)
Participate in the planning, design and migration of MOS automations to the future cMOS or Fusion Service tooling
Engage with Customers and Partners to understand their broader experience and working with the SaaS products.
This is not an individual SR engagement, but one with broader relationship and geared towards understanding the overall experience and opportunities for improvement.
Ability to grow the skills and capabilities of the organization through training and mentorship.
Be comfortable mentoring and training, presenting ideas, helping with critical escalations, leading virtual teams, and positively influencing the organization.
Able to present to large audiences at customer events and be recognized as a product and technology leader.
Qualifications can be found in a few major categories : SaaS application experience (HCM, ERP, SCM, PRC, Sales, Service) Application setup, implementation, integration or support experience SaaS Application technology skills Configurations, Setup, Application data schema, Database, SQL, PL / SQL, BI Publisher, Oracle Weblogic OCI, Java, Java Script, HTML, XML, Shell Scripting, VB Scripts, Rest API’s Project management or development experience
An advanced degree in Computer Science, Statistics, Engineering, Mathematics, or another relevant quantitative field
5+ years of experience working with the APPS Tech or functional technologies for Fusion SaaS Applications
5+ years of experience working with Analyzer Diagnostics, signatures and Monitoring services
or a combination of both experiences.
Be comfortable working in a fast-paced environment and have a proven ability to drive business results.
3+ years of practical experience in data science or analyzing telemetry for trending and root cause analysis
Practical experience in product management and software engineering.
Experience with knowledge management (product documentation, help text, white-papers, or knowledge management)
Strong drive to learn and master new technologies and techniques
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