Senior Technical Support - HCM Cloud

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.

Career Level - IC4

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.

Note: This role may need you to work on weekends and multiple shifts on a rotation basis.

About the role:

The position is for an HCM Cloud Technical Support Analyst with experience in testing and production support. Track-incidence, diagnosis, replication, solve, 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 drive complete and total resolution of each service incident.  

What you will do:

   Hands-on experience with Fusion Cloud HCM or EBS HCM applications
   Testing and Production support techno/functional Analysis
   Employment actions such as hiring, termination, transfers, data extraction, HR security (users/roles/privileges), onboarding, checklist

Responsibilities displayed in the job posting      
Note: This role may need you to work on weekends and multiple shifts on a rotation basis.

What you've done:

   5+ years of HCM product suite techno/functional testing and production support
   3+ years of HCM implementation or technical HCM Support experience
   2+ years of experience working with HCM Cloud products
   5+ years of experience in RDBMS, SQL, PL/SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services
   Functional/Technical background in assigned product area (i.e. HCM) and exposure to associated systems and software
   Experience with structured SQL statements and how those are implemented in the RDBMS (SQL/PLSQL)
   Ability to read and decipher software Log and Trace files, Web Server Optimization, and 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 resolution

Note: This role may need you to work on weekends and multiple shifts on a rotation basis.

Career Level - IC3

 

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $31.83 to $67.93 per hour; from $66,200 to $141,300 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working