Senior Technical Support Analyst - Cloud Supply Chain Management
Company: Oracle
Location: Providence
Posted on: May 4, 2024
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Job Description:
Job Description
Career Level - IC3
Responsibilities
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 core competencies (employ sound business judgment,
creative and innovative ways to solve problems, strong work ethic,
and do whatever it takes to get the job done).
Candidate Profile:
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.
Behavioral
Detail-oriented.
Excellent communication skills, in terms of being able to convey
technical and functional knowledge and solutions in highly
escalated 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 aptitude 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 skill sets / technologies in the ideal candidate:
Strong Supply Chain Management, with Planning and Manufacturing
Modules.
Excellent communication skills dealing with customers (internally
and externally).
Exceptional diagnostic and troubleshooting skills.
Desire to learn new technologies.
#JoinASE
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 $21.59 to $60.63 per hour; from $44,900 to
$126,100 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:
Medical, dental, and vision insurance, including expert medical
opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
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 not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire.
Refreshes each calendar year. Unused balance will carry over each
year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's
technology to tackle today's problems. True innovation starts with
diverse perspectives and various abilities and backgrounds.
When everyone's voice is heard, we're inspired to go beyond what's
been done before. It's why we're committed to expanding our
inclusive workforce that promotes diverse insights and
perspectives.
We've partnered with industry-leaders in almost every sector-and
continue to thrive after 40+ years of change by operating with
integrity.
Oracle careers open the door to global opportunities where
work-life balance flourishes. We offer a highly competitive suite
of employee benefits designed on the principles of parity and
consistency. We put our people first with flexible medical, life
insurance and retirement options. We also encourage employees to
give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages
of the employment process. If you require accessibility assistance
or accommodation for a disability at any point, let us know by
calling +1 888 404 2494, option one.
Disclaimer:
Oracle is an Equal Employment Opportunity Employer*. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, national origin, sexual orientation,
gender identity, disability and protected veterans' status, or any
other characteristic protected by law. Oracle will consider for
employment qualified applicants with arrest and conviction records
pursuant to applicable law.
* Which includes being a United States Affirmative Action
Employer
Keywords: Oracle, Attleboro , Senior Technical Support Analyst - Cloud Supply Chain Management, Professions , Providence, Massachusetts
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