Job Description

Oracle EBS CRM functional Job Description :

As a member of the Support organization, 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 inquiries regarding the use of and solve for our Electronic Support Services. A main point of contact for customers, we are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and intensified issues.

We are responsible for managing diverse customer situations and raised issues. As a Support Analyst, you will be the Functional interface to customers and Internal Oracle Teams for resolution of problems, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products.

Expectations from the applicant/candidate:

• The candidate is expected to have an in-depth understanding of the Data Model and Business process functionality and its data flow in Oracle EBS CRM domain or multiple domain(s).

• Operates independently to provide quality work products to an engagement. Expected to perform varied and complex duties and tasks that need independent judgment, to implement Oracle products and technology to meet customer needs.

• Resource would play a lead role in running Upgrade, Enhancement and Support projects for Oracle EBS customers and should have experience in working on Support and Implementation of EBS CRM.

• The job involves working with customers in different time zones and resource should be flexible to work in shifts including night shifts. Resource should be able to independently work on CRM Process Flows.

• Identify the impact of patches and determine functional and technical steps required to minimize the disruption to business report progress/status/risk/issues on Support and Development at regular basis.

• Lead the support team in Incident and Problem Management and come up with innovative solutions in short span of time.

• Understand customer requirements/user stories and implement practical solutions.

• Manage the complete Enhancement pipeline and manage the scope, time and cost and delivery of all the Process Flow Improvements.

• Hands on knowledge and expertise on Oracle EBS R12 (Customer Relationship Management), modules. Resource should have Good knowledge of business processes and application setups and the impacts of one setups to another.

Career Level - IC4

Responsibilities

Qualifications:

1. Undergraduate degree or equivalent experience

2. Domain Understanding of Customer Relationship management or an equivalent certification is recommended.

3. Awareness or Experience in Oracle Siebel CRM will be a plus.

4. Certification with EBS CRM Products and Integration is a plus.

Abilities:

• Ability to communicate effectively.

• Ability to understand and solve with agility.

• Ability to build rapport with team members and clients.

• Product or technical expertise relevant to practice focus.

• Customer Management is a required critical skill.

• Ability to communicate efficiently.

Responsibilities Oracle EBS Finance:

• The candidate should have 6+ years of experience in Oracle EBS CRM including a minimum 2 years of leadership experience working at a customer facing role. High commitment with their customers is must.

• Skills - Functional Design, Implementation and Support skills in CRM (Install Base, Depot Repair, Field Service, Mobile Field Service and Service Contracts).

• Functionally good in development and experience on EBS Modules. Resource should be able to investigate, analyze, design and develop solution for enhancements/developments related to CRM Process Flows.

• Write functional specifications and coordinate developments with technical team -like MD050.

• Test and train the users regularly, communicate to the users the status of the enhancement.

• Report activity to the management and collaborate with functional support in other zones to share information.

• Solid understanding of full project life cycle and Oracle Implementation methodologies including AIM, OUM.

• Awareness and exposure to CRM Tables and views.

• Overview of Experience with multiple Technologies such as: SQL, PL/SQL, Alerts, ADI, Data.

Additional Requirements:

1. Open to work in shifts

2. Candidate should have worked on at least two implementation, Upgrade, Roll Out and support projects.

3. Handling support issues related to Oracle EBS CRM.

4. Participated in User training.

5. Customer Gathering Workshops is an added plus.

Diversity & Inclusion:

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation. .

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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