Job Description

Overview

The Advanced Customer Services (ACS) is a unit within the Oracle’s Customer Service Organization that establishes long-term relationships with many of Oracle's customers through annuity-based service contracts and project based one-time services. ACS services team sells from a broad IT-services portfolio both in fixed price and T&M basis. ACS services are typically requested by large Oracle customers that require the utmost attention to real mission critical applications and processes. ACS covers the majority of large-scale Oracle customers. Oracle Advanced Customer Services provides unmatched, tailored support that ensures organization’s Oracle technology investments deliver the cutting-edge innovation and performance your business requires to compete, all while coexisting within your IT environment. ACS is industry-leading expertise with the highest customer satisfaction to support organization’s business every step of the way.

What you'll Do

In this role, your responsibilities include:

• 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 Senior Systems Engineer, you will interface with the customer's IT staff on a regular basis. Either at the client's site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products.

• You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.

• Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential

Responsibilities

What you'll bring

• 6-15 years of experience with a sound domain knowledge in PeopleSoft HCM covering the hire to retire cycle or Peoplesoft Campus or Peoplesoft FSCM.

• The main role of a Support Analyst is to troubleshoot and resolve highly complex Functional problems.

• The focus of this position is to provide Customer Service on a Functional level and to ultimately drive complete and total resolution of each service incident.

• 6-10 years of experience in PSFT as Technical Consultant in Implementation and support projects in modules such as HCM, Finance and FSCM.

• Proficient in AWE, BI Publisher reports, Component Interface and Application Engine.

• Good experience in Application Designer.

• Proficient in writing logic using People Code and write complex SQL Queries.

• Good understanding on Roles and Permission and Business Unit and SET ID concept and Row Level Security.

• Proficient in developing Design Document and Technical Design Document.

• Have thoroughly worked on development of Custom Bolt-On modules within PSFT HRMS, Finance and FSCM.

• Excellent communication skill and can interact with Customer to understand the requirement and provide solution.

• Have worked on at least 2 Upgrade projects and is well versed with Retrofitting.

• Have worked on Fluid development and is well versed with Tiles and Homepage.

• Should have worked on latest release of PSFT tools as well as application versions.

Personal Attributes that we look for

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:

Shift working is mandatory. Candidate should be open to work in evening and night shifts on rotation basis.

The position is currently based out of Bangalore, Hyderabad and Delhi locations.

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