Senior Technical Talent Management Support Engineer

Position is for a Technical Support Professional with experience in Oracle Talent Management.

The successful candidate will have Technical Skills for HCM Cloud Talent Management Technical Support and experience in all or most of the following areas:

1  Oracle HCM Cloud:

• Set up and configuration of the HCM Core HR module and employee hiring. Experience on any of the core HCM modules (Core HR, Learning, Recruiting, Absence etc.)
• General knowledge of an employees annual performance ratings, Goals, Check ins, and overall Talent Review 
• Cloud Infrastructure (OCI), HCM reporting and analytics

2  Customer Service Skills:

• Has experience working in a support organization or in a customer service type role
• Experience with a ticketing system. My Oracle Support and JIRA preferred 
• Capability to work on multiple issues at a time and demonstrates the ability to multitask efficiently 
• Organization and prioritization or daily work and actions. 

3  Problem-Solving:

• Strong analytical skills for troubleshooting employee data and functional related issues 
• Ability to debug and resolve data discrepancies and errors effectively.
• Ability to troubleshoot Network issues work flows and Employee related system issues. 

4  Security and Role Management:

• Knowledge of HCM Cloud security setup, including roles and privileges.
• Data roles and security profiles and troubleshooting 

5  Excel and CSV:

• Advanced skills in Excel for data manipulation and troubleshooting.
• Understanding of CSV file handling for data import/export support.

6  SQL , XML PL/SQL:

• Proficiency in SQL for querying databases.
• Basic understanding of PL/SQL for troubleshooting stored procedures and functions.
• Reading XML output
• HCM reports and Analytics 

7  Excel and CSV:

• Advanced skills in Excel for data manipulation and troubleshooting.
• Understanding of CSV file handling for data import/export support..

8  Security and Role Management:

• Knowledge of HCM Cloud security setup, including roles and privileges.
• Understanding of data access controls and policies for support.

 

The successful candidate will join the Fusion HCM Support Team.  They will be 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 drive complete and total resolution of each service incident.

Career Level - IC3

The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems.  As part of the support organization, the 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.

·       HCM product suite experience, which may include HCM implementation or technical HCM Support experience.

·       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

·       Understanding of structured SQL statements and how those 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 resolution

·       Four or more years relevant working experience (3 years’ experience working with HCM Cloud products)

·       Must have ability to lead customer meetings.

·       Must have ability to lead peer-level discussions for customer issues.

Career Level - IC3

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 

7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Che