Oracle SaaS Technical Support Analyst

Oracle Customer Success Services provides unmatched, tailored support that ensures your Oracle technology investments deliver the ground breaking innovation and performance your business requires to compete—all while coexisting within your IT environment!

Position is for a Support Analyst with a background in Oracle SAAS Suite of products. Responsible for customer production support, tracking-incidents, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The key skills used daily 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 
Advising on complex use of Oracle products
Resolving highly complex and critically important issues
Serve as Situation Manager on highly sensitive issues
Formal mentoring for promoting the technical and professional development of others
Creation/review of Knowledge Articles

 

Career Level - IC3

Must have Skills

6+ years demonstrated ability in Implementation, support or upgrade of Oracle EBS, SAAS, CX suite of products

Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or having equivalent knowledge.

Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios

Should have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.   

Work with users to trouble shoot and resolve issues, answers business questions, provides data analysis

Should be able to understand business process flow and perform functional testing as per business requirement with appropriate test scripts

Conduct training and knowledge transfer sessions

Knowledge of external data integration services to load data into Oracle Fusion Applications from external sources, such as legacy systems and third-party applications or EPM Suite of applications. 

Should have knowledge of localizations

Knowledge on Security setup would an added advantage.

Must have very good communication skills ,  a great teammate, willing to learn new technologies

Experience in one of the following areas is seen as an advantage:
XML
Java, J2EE and Oracle ADF
SOA and Web Services
PL/SQL, Forms, Reports, Unix Shell Scripts
Discoverer, Workflow, BI Publisher / OTBI Reports
Java / JSP
Web ADI ,OAF , ADF
PaaS Integrations, OIC, SOA, Web Services
Javascript, jQuery, KnockoutJS, NodeJS , HTML, CSS, python
HCM Extract , HDL File Transfers
 

Location: Remote in US or Canada with 25% travel to customers

Does this sound like you?  Apply today!

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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

Canada: Hiring Range from $58,100 to $126,000 CAD per annum
US: Hiring Range: from $33.65 to $67.93 per hour; from $70,000 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 between 20 and 34 hours per week. Employees working fewer than 20 hours per week are