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.
Key Objective
1. Working within global SaaS & Apps delivery team in Greater China to deliver proactive and reactive Hyperion functional support to customers, both onsite or from office
2. Developing sets of standard deliverables to customers in managing and maintaining environments based on both on-premise and cloud based EPM
3. Assisting customers to maximize the stability, availability and performance of their critical business systems.
RELEVANT EXPERIENCE and TRAINING:
Proven 6+ years experience of both on-premise and cloud based EPM is essential. Experience in Hyperion HFM, Planning , Essbase, Financial Reporting, FDM, FCCS, PBCS will be an advantage. Able to directly communicate with finance / business users in financial terms, and transform the requirements in Oracle EPM solutions Experience in Hyperion upgrade / implementation experience, and having experience in user requirements, design and development. Experience in data design, Rules development, applications implementation, production System Support, tuning and trouble-shooting Hands-on experience of any of the followings is a plus: VBA, SQL, SmartView, Calc Script Finance / Accounting / Information System / Computer Science degree or related discipline with at least 5 years of related experience Self-motivated, able to work independently and under pressure Good Communication Skill and Fluent English, Mandarin speaking preferred
PERSONAL SPECIFICATION:
1. Proven success of working on own initiative and managing client/end users expectations
2. Strong troubleshooting skill
3. Excellent problem solving and analytical skills
4. Ability to work under pressure in escalated situations
6. Independent working capability
7. Excellent written and verbal communication skills
8. Self motivated and resourceful
9. Team work essential
10. Ability to work as a team player as well as on own initiative
11. Good presentation skills
12. Willingness to travel in GC as requested
13. Oracle Certified Professional qualification an advantage.
14. Cantonese speaking is definitely an advantage
Career Level - IC4