Position Overview: 

Position is for a Functional Support Analyst with a functional background in Fusion HCM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.  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 of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. It an opportunity to work with Cloud 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

Qualifications: 

Must have Skills 4+ years of experience in Implementation, support Oracle Fusion HCM products with at-least 1 implementation experience on SaaS HCM Products – Core HR, Absence, Benefits, Talent Management, Compensation, Time & Labor and Payroll  Experience in Oracle Core HR, Absence, Benefits, Time & Labor and Payroll Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or having equivalent knowledge.  Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios  Should have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.    Work with users to trouble shoot and resolve issues, answers business questions, provides data analysis  Should be able to understand business process flow and perform functional testing as per business requirement with appropriate test scripts Conduct training and knowledge sharing sessions  Nice to have Skills Hands-on Configuration experience on at-least two or more tools–  Core HR Absence Benefits Compensation Security  Talent Management Should have good knowledge on Fusion Cloud architecture, setup manager and activities. Knowledge of external data integration services to load data into Oracle Fusion Applications from external sources, such as legacy systems and third-party applications or EPM Suite of applications.  Should have knowledge of localizations Knowledge on Security setup would an added advantage. Experience in one of the following areas is seen as an advantage:  OTBI Reports HCM Data Extracts (HDL) Payroll Batch Loader (PBL) PL/SQL

Others

Exhibit effective analytical skills & organizational skills  Good command over spoken & written English  Interact directly with customers and 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.

Career Level - IC3