Technical Analyst 3-Support / EBS - Manufacturing - Order management
Oracle
Bucharest, Romania
12 zile în urmă
Technical Analyst 3-Support / EBS - Manufacturing - Order management-19000ABK

Preferred Qualifications

Assist Oracle customers in solving functional and technical problems related to ERP applications.
As a Sr. Support Engineer, you will be the technical interface to customers, for resolution of problems related to the installation, maintenance and use of Oracle e-Business Suite product. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be able to complete assigned duties with minimal direction from management. Job duties are varied and complex utilizing independent judgment. In this position, you will routinely act independently while researching and developing solutions to customer issues.

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
• Acting as a technical resource to peers as needed to help resolve customer problems for your area of expertise.
• Working towards, adopting and contributing to new processes and tools (Web Conferencing, diagnostic methodology, health checks, scripting tools, automation, etc.)
• Contributing to Knowledge Management content creation and maintenance. Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area
• 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, BETA programs etc) as required
• Operating within Oracle business processes and procedures
• Respond and resolve customer issues within Key Performance Indicator targets
• 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
• Should be ready to work in shifts or be capable of occasionally serving "24x7 on-call".
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)
 Experience:
Technical
• Greater than 5 years experience with Business Information Technology
• Work experience with Oracle and non-Oracle products and technologies including: Database Technologies, Application Development Tools, Operating Systems, Programming Languages and ERP systems
• Strong with SQL – Read, Write and Build own diagnostic scripts
• Ability to Read and debug PL/SQL
• Ability to Read and debug JAVA
• Desirable: The candidates need applications technical knowledge but also a depth of technical knowledge to include Oracle Database, UNIX, deployment or integrating apps over cloud (i.e. EBS/OTM/Fusion cloud), SOA webserver, etc.
Functional (ERP Applications)
• Knowledge of ERP Applications and business process
• Desired skills: Oracle EBS Order Management/Oracle Supply Chain Applications
Personal Attributes:
• Proactive
• Problem Solving/Analytical Skills
• Effective Communication (verbal and written)
• Focus on Relationships (internal and external)
• Influencing/Negotiating
• Teamwork
• Results Oriented
• Escalations Management
• Expertise (maintaining professional in own discipline)
• Enthusiasm
• Flexibility
• Organizational Skills
• Coaching/Knowledge Transfer Ability
Please submit your CV in English! Thank you!

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 Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

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).

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