Address- The Position is for a Functional Support Analyst with a functional background in the Fusion ERP Suite of products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
- Minimum experience in any of the following 5 modules - Cloud Project Portfolio Management Modules like Projects Foundation, Costing, Billing, Contract and Grants.
- The main role of a Support Analyst is to troubleshoot and resolve highly complex techno-functional problems.
- 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.
- The key skills put to use on a daily basis are - high-level techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise. It is an opportunity to work with Cloud and On-Premise customers. This work includes:
- Work directly with Customers for
- Advising on complex use of Oracle products
- Resolving highly complex and mission-critical issues
- Manage highly complex and critical customer issues
- Serve as Situation Manager on highly sensitive issues
- Consult 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 sessions
- Formal mentoring for promoting the technical and professional development of others
- Creation/review of Knowledge Articles
- Work directly with Customers for
- Must-Have Skills
- 3 to 9 years of experience in Implementation, support, or upgrade of Oracle Cloud Project Portfolio Management Modules like Projects Foundation, Costing, Billing , Contract and Grants.
- Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or have equivalent knowledge.
- Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios
- Should have an ability to read and decipher software Log and Trace files, as well as an ability to act upon the finding to determine a problem resolution.
- Work with users to troubleshoot and resolve issues, answers business questions provides data analysis
- Should be able to understand the business process flow and perform functional testing as per the business requirement with appropriate test scripts
- Conduct training and knowledge sharing sessions
- Others
- Experience minimum in any of the following 5 modules - Cloud Financial Modules like GL, AP, AR, FA, IBY, PA, CST, ZX and PSA is an added advantage
- Exhibit effective analytical skills & organizational skills
- Good command over spoken & written English
- Interact directly with customers, follows through on all assignments and takes ownership of customer issues
- Seeks innovative ways to improve the process of delivering solutions to customers
- Strong written and verbal English communication skills; multi-lingual a plus
- Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.
- Personal Attributes:
- Self driven and result oriented
- Strong problem solving/analytical skills
- Strong customer support and relation skills
- Effective communication (verbal and written)
- Focus on relationships (internal and external)
- Strong willingness to learn new things and share them with others
- Influencing/negotiating
- Team player
- Customer focused
- Confident and decisive
- Values Expertise (maintaining professional expertise in own discipline)
- Enthusiasm
- Flexibility
- Organizational skills
- Values and enjoys coaching/knowledge transfer ability
- Values and enjoys teaching technical courses
Career Level - IC3
- Working in Shift s is mandatory. Candidate should be open to work in evening and night shifts on rotation basis.
- The position is based out of Bangalore, Hyderabad, Noida.
