Technical Analyst 4-support

3 weeks ago

Mississauga, Canada Oracle Full time

Technical Analyst 4-Support-230001DO

**Applicants are required to read, write, and speak the following languages***: English

**Preferred Qualifications**

The Fusion SCM Cloud Support Team is expanding to support our rapidly increasing customer base. The team partners with development in supporting new and existing customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees and the organization overall. If you are excited by the notion of being able to define a group from early stages on and shape our collective future then this is the place to be.

Job description displayed in the job posting

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. Services may be frequently provided by on-site customer visits.

This position is for supporting Fusion Applications, particularly under the Supply Chain Management (Product Information Management, Order Management, Logistics, Planning, Manufacturing and Cost Management) and the Procurement pillars (Purchasing, Self-Service Procurement, Sourcing, Supplier Model, and Supplier Portal).

Exceptional diagnostic and troubleshooting ability and skilled in using industry standard tools and techniques.

Extensive experience with one or many aspects of Enterprise Business Application (Product knowledge, Log reading, Troubleshooting techniques etc).

Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning and so on.

Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired.

Behavioral Skills (required)

Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists.

Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations

Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what the cause is and what the symptom is.

Good organizational skills. Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible. Also able to revise this plan as new data is obtained without appearing that there was no plan.

Ability to persevere in the face of obstacles and ensure customer’s success.

Self starter, works well unsupervised or with limited supervision.

Detail Oriented (Process orientation preferred)

Technical & Analytical Skills (required)

Well-developed troubleshooting skills, ability to analyze details and synthesize "big picture", frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process. Knowledge of SQL.

It is a plus to have functional and technical knowledge of more than one modules in any of the following Oracle Supply Chain Application Suites - Oracle EBusiness Suite; PeopleSoft Enterprise SCM; JD Edwards Enterprise One; Siebel

**Detailed Description and Job Requirements**

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

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