Oracle Recruitment Cloud Senior Technical Support Engineer
Oracle
Bucharest, Romania
14 zile în urmă
Oracle Recruitment Cloud Senior Technical Support Engineer-19000D2V

Preferred Qualifications

Oracle provides the world’s most complete, open, and integrated business software and hardware systems, with more than 400,000 customers including 100 of the Fortune 100 representing a variety of sizes and industries in more than 145 countries around the globe. Oracle's product strategy provides flexibility and choice to our customers across their IT infrastructure. Now, with Sun server, storage, operating-system, and virtualization technology, Oracle is the only vendor able to offer a complete technology stack in which every layer is integrated to work together as a single system. In addition, Oracle's open architecture and multiple operating-system options gives our customers unmatched benefits from industry-leading products, including excellent system availability, scalability, energy efficiency, powerful performance, and low total cost of ownership. Oracle's 130,000+ global employees are critical to that success. APPLICATIONS SUPPORT ENGINEER – Oracle Recruitment CloudOracle CorporationBucharest, RomaniaAre you interested in being part of a dynamic and fast paced team supporting the up and coming Recruitment Cloud product? Well this is YOUR chance!At Oracle Fusion, we deliver solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry. Department Description:Fusion is expanding our product offerings by introducing the Recruitment Cloud Service for our customers. This team will partner with development in supporting early adopters and new customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees and the organization overall. If you are excited by the notion of being able to define a group from early stages on and shape our collective future then this is the place to be. Position Overview: Position is for a Technical Support Professional with a functional background in recruitment Services. This position reports to the Manager of Support. Responsibilities include but are not limited to providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical service requests. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident.Job Responsibilities:The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. Note: This role may need you to work on weekends and multiple shifts on rotation basis.Education & Experience: •B.S (Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered.Functional/Technical Knowledge & Skills: •Excellent analytical and problem solving skills.•Strong understanding of ERP product(s), particularly in Recruitment Cloud Services. •Functional/Technical background in assigned product area (i.e. Recruitment Cloud) and exposure to associated systems and software•Technical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services•Understanding of structured SQL statements and how they are executed in the RDBMS (sql/Plsql)•Ability to read and decipher software Log and Trace files, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution. •Experience in filtering and updating complex technical knowledge for use in problem resolutionTop 3 skill sets / technologies in the ideal candidate: 1.Prior working experience in providing Technical Customer Support2.4+ years relevant working experience (preferably 2 years working with Oracle/PeopleSoft recruitment products)3.Experience in one of the following areas is seen as an advantage: •XML•Java, J2EE and Oracle ADF•SOA and Web ServicesJob Description Technical Analyst 3-Support-18000CHV 90122.Technical Analyst 3-Support.SUPP.PRODSUPP.IC3FY18 Fusion Product Support - Oracle Support Preferred QualificationsFusion HCM Product Support - Oracle Support Services – Customer Support AnalystAt Oracle Fusion, we deliver HCM management solutions to leading companies worldwide so they can assess, acquire, and manage their workforce for improved business performance. To realize our vision of making our innovative and comprehensive solutions synonymous with talent leadership, we look to attract, hire, and retain the best talent in the industry. Fusion HCM Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting early adopters and new customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees and the organization overall. If you are excited by the notion of being able to define a group from early stages on and shape our collective future then this is the place to be.The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. It an opportunity to work with Cloud and On Premise customers. This work includes:•Work directly with Customers foroAdvising on complex use of Oracle productsoResolving highly complex and mission-critical issuesoManage highly complex and critical customer issuesoServe as Situation Manager on highly sensitive issuesoConsult with Management in directing resolution of critical Customer situations•Knowledge gain and sharing - achieve knowledge transfer with teammates through Development and delivery of formal team training sessionsoFormal mentoring for promoting the technical and professional development of othersoCreation/review of Knowledge Articles•Operations ManagementoAnalyze work load, determine best practices and implement changes to improve ProductivityoProactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools/utilities etc. •Participate and drive initiatives thatoImprove overall product and documentation qualityoNew products/releases testing and Support ReadinessoBeta programsoCustomer service improvementNote: This role may need you to work on weekends and multiple shifts on rotation basis.Position is for a Technical Support Professional with a functional background in Human Capital Management . Reports to the Manager of Support. Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resoltuion of each service incident.Has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge. HCM Product Suite knowledge is mandatory. Knowledge and/or expertise on atleast one or more modules - Core HR, Learning management/iLearning, Recruiting Solutions , Oracle Benefits, Self Service/Talent/Performance Management, HR Security/Admin, Time and Labour (OTL). Education & Experience:## Academics:1. BTech, or MTech in Engineer2. MCA or MSc (Maths/Physics/Chemistry) with work experience in working with business applications3. PGDBM/MBA (HR/Operations/Systems) is a plus4. Practical working knowledge of Oracle or PSFT HCM SuiteWorking Experience:1. Prior working experience in providing Technical Customer Support2. 4+ years relevant working experience (preferably 2 years working with Oracle/PeopleSoft products)3. Experience in one of the following areas is seen as an advantage: - XML - Java, J2EE and Oracle ADF - SOA and Web ServicesFunctional/Technical Knowledge & Skills:•Excellent analytical and problem solving skills.•Strong understanding of ERP product(s), particularly in Human Capital Management•Functional/Technical background in assigned product area (i.e.,HCM) and exposure to associated systems and software•Technical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services•Ability to read and decipher software Log and Trace files, Web Server Optimization, Server congiruation as well as the ability to act upon the finding to determine a problem resolution. •Experience in filtering and updating complex technical knowledge for use in problem resolutionCustomer & Industry Knowledge:•Excellent track record in providing outstanding and unparalleled customer service•Ability to handle difficult or sensitive situations with diplomacy and tactPersonal Attributes:•Strong time management skills•Strong written and verbal English communication skills; multi-lingual a plus•Excellent organization and prioritization skills•Ability to work efficiently and independently; project management skills a plus•Ability to thoroughly carry out, review, and report on all aspects of work•Ability to act as a role model to others: sets an example of integrity, ethical behavior and professionalism for others to follow•Works effectively with international team members to provide seamless service to customers•Excellent decision making skills•Commitment to process improvement

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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