As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job Responsibilities:

The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.
Position is for HCM Workforce Management Functional Senior Technical Analyst with implementation/Support background in Oracle HCM Cloud Applications. 

As an Oracle HCM Cloud Workforce Management Functional specialist, you will be working both at offshore and onshore client engagements which involves Support/implementation of Oracle HCM Cloud modules Time and Labor, Absence Management, Workforce Scheduling and Employee Health and Safety. You will be interacting with the customer to understand their business processes and map them to HCM Cloud Modules. You will be expected to Design,develop solution and Support using Oracle HCM Cloud tools and technology to meet business requirement. 
Create comprehensive technical design document. Unit testing of the solution keeping end to end business flow in mind. 
Work as part of an existing team and communicate effectively with all the team member and business stake holders.

Education & Experience:
BE, BTech, MCA  or equivalent preferred. Other qualifications with adequate experience may be considered.

6+ years relevant working experience

##Functional/Technical Knowledge & Skills:

• At least 6+ years of Oracle Fusion HCM implementations or Support exposure with module-leading hands on Functional experience in following Workforce Management modules
• Exposure to HCM modules Core HR, Time and Labor, Absence Management, Workforce Scheduling and Employee Health and Safety.
• Should have hands experience in Functional Setup relevant to flows “Absence planning to continuity”, “Time collection to payroll” “Incident report to workplace safety” and “Workforce Scheduling”.

• Should have good knowledge of Fast Formula, BI & OTBI Reports, Value Set, UDT and Personalization.
• Should have exp. in workflow configuration using BPM.
• Strong technical knowledge in Oracle HCM Cloud security setup is desired.
• Should have exp. in client facing role and must have worked on Requirement Gathering, Product Workshop & Demo, CRP, UAT etc.
• Should have excellent communication, Project/stakeholder/team management skills and experience.
• Should have excellent documentation, presentation, customer handling, problem solving, solution design skills and experience.

• Exposure to personalization

•Strong customer focus, excellent problem solving and analytical skills.

# Personal Attributes:
1. Self driven and result oriented
2. Strong problem solving/analytical skills
3. Strong customer support and relation skills
4. Effective communication (verbal and written)
5. Focus on relationships (internal and external)
6. Strong willingness to learn new things and share them with others
7. Influencing/negotiating
8. Team player
9. Customer focused
10. Confident and decisive
11. Values Expertise (maintaining professional expertise in own discipline)
12. Enthusiasm
13. Flexibility
14. Organizational skills
15. Values and enjoys coaching/knowledge transfer ability
16. Values and enjoys teaching technical courses

Note: Should be flexible to work in rotational shifts .

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Career Level - IC3