OTA-LAD-MXExperience in the accounting lifecycle with knowledge of common enterprise structures setup, transaction processing, financial reporting, interfaces, period close processes and activities, knowledge of Oracle Hyperion Essbase Cube, Smart View and Financial Reporting Workspace are highly desired. Support or Consulting experience with Oracle Financials or other ERP Financial solution is preferred.
Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete resolution of each service incident.
Candidate Profile: Provides outstanding customer serviceAbility to handle difficult or sensitive situations with diplomacy and tactVery good verbal and written communication skills. Bilingual in English and SpanishDesired Technical Skills: Applied Technologies - knowledge / experience in one or more of: ERP Applications – General Ledger, Account Receivables, Account Payables, Fixed Assets, Subledger Accounting, Tax (Fusion, Oracle EBS, PeopleSoft or JD Edwards Application) OBIEE, OBIA, BI Publisher, OTBI Oracle (Hyperion) Essbase or Financial Reporting Foundational Technologies - knowledge / experience in one or more of: Application Server Architecture (WebLogic Server) Java XML SQLPL/SQLAnalytical Skills: Ready to perform in an ever changing environment with a can-do attitudeMust have well-developed troubleshooting skills and preferably a support background Ability to analyze details, log/trace files, work with incomplete or ambiguous data to fix issues Ability to test/replicate the issue in labs and provide adequate support to customers Top 4 skills in the ideal candidate: Troubleshooting experience (Detail Oriented Mindset) Experience with an Enterprise Resource Planning (ERP) Application Java experience (SOA connections / web services / web applications) Excellent communication skills Shift hours will be based on business requirements. The job may require the flexibility to work beyond standard business hours, to include weekends and holidays, as required. Base shift hours may change over time.
Detailed Description and Job Requirement: 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 Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. You will be the technical interface to customers 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 duties are varied and complex utilizing independent judgment. May have project lead role.
7 years of experience with Core products or eight years of experience with Applications products, and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
Career Level - IC3
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