Senior Technical Support Analyst - Cloud Supply Chain Management

Supply Chain Support Engineer

Oracle Software Support is growing its Fusion Supply Chain Management / Manufacturing Support team.

As part of this team, you will learn the latest technology and help influence product supportability, usability, maintenance, and installation/configuration.

The team works closely with the Fusion Development team, as well as other Oracle teams, directly involved in Fusion Products.

If you are interested in joining the support team for a product in its early stages and help shape the future of Fusion products and Fusion customers alike, then this is the place to be. If you believe you meet the requirements below, we would be interested in finding out more about you.

As a Support Engineer, you will be expected to have:

• Skills in using industry standard tools and techniques.
• Exceptional diagnostic and troubleshooting abilities.

Career Level - IC3

Job Responsibilities:

• Research, resolve and respond to complex issues across the Application product lines and product boundaries in accordance with current standards.
• Demonstrate strong follow-through and consistently keep commitments to customers and partners.
• Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.
• Take ownership and responsibility for priority customer cases where and when required.
• Review urgent and critical incidents for quality.
• Queue reviews with engineers to ensure quality and efficiency of support.
• Report high visibility cases, escalations, customer trends to management.
• Act as information resource to the management team.
• Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible.
• Participate in projects that enhance the quality or efficiency of support.
• Participate in system and release testing, as needed.
• Act as a role model and mentor for other engineers.
• Work with Oracle Development/Support Development for product-related issues.
• Demonstrate strengths you'll need (employ sound business judgment, creative and innovative ways to solve problems, good work ethic, and go above and beyond to get the job done).

Behavioral

• Diligent and meticulous.
• Superb communication skills, in terms of being able to convey technical and functional knowledge and solutions in highly advanced situations to executives, support personnel and customer personnel.
• Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause.
• Good organizational skills that facilitate the generation of coherent action plans that meet participant needs and lead to problem resolution as quickly as possible.
• Fast and flexible problem solving proficiency so as to be able to adjust resolution plans as new data for given problems is obtained.
• Ability to persevere in the face of obstacles and ensure customers’ success.
• Able to work well with limited daily supervision.
• Process orientation preferred.
• Self-starter.

Technical & Analytical

• Well-developed troubleshooting skills in the area of functional or technical domains of enterprise business application environments as listed in the respective posting.
• Ability to analyze details and synthesize the "big picture", frequently working with incomplete or ambiguous data.
• Creative use of industry standard tools to aid in the diagnostic process.
• Knowledge in one of the following areas is seen as an advantage: XML, Java, J2EE, Oracle ADF, SOA and Web Services.

Education

• B.S. (Computer Science, Information Systems, Science, Mathematics, Physics, or Chemistry) with a 3.0 GPA and/or:
• Other qualifications and experience, such as proven professional/technical experience in demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

Top 4 abilities / technologies in the ideal candidate: 

1. Strong Supply Chain Management, with Planning and Manufacturing Modules
2. Superb communication skills dealing with customers (internally and externally).
3. Exceptional diagnostic and troubleshooting skills.
4. Desire to learn new technologies.

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