Principal Technical Analyst - ref. s27448303

Job Description

Position Overview:

• Position is for a Functional Support Analyst with a functional background in Fusion HCM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
• The main role of a Support Analyst is to troubleshoot and resolve highly complex techno-functional problems.
• The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident.
• The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. It an opportunity to work with Cloud customers. This work includes:
• Work directly with Customers for
• Advising on complex use of Oracle products
• Resolving highly complex and mission-critical issues
• Manage highly complex and critical customer issues
• Serve as Situation Manager on highly sensitive issues
• Consult with Management in directing resolution of critical Customer situations
• Knowledge gain and sharing - achieve knowledge transfer with teammates through Development and delivery of formal team training sessions
• Formal mentoring for promoting the technical and professional development of others
• Creation/review of Knowledge Articles

Qualifications:

• Must have Skills
• 6+ years of experience in Implementation, support Oracle Fusion HCM products with at-least 1 implementation experience on SaaS HCM Products - Core HR, Absence, Benefits, Talent Management, Compensation, Time & Labor and Payroll
• Experience in Oracle Core HR, Absence, Benefits, Time & Labor and Payroll
• Has real-time hands-on functional/product and/or technical experience and/or worked with L1/L2/L3 level support and/or having equivalent knowledge.
• Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios
• Should have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.
• Work with users to trouble shoot and resolve issues, answers business questions, provides data analysis
• Should be able to understand business process flow and perform functional testing as per business requirement with appropriate test scripts
• Conduct training and knowledge sharing sessions
• Nice to have Skills
• Hands-on Configuration experience on at-least two or more tools-
• Core HR
• Absence
• Benefits
• Compensation
• Security
• Talent Management
• Payroll
• Recruitment
• Should have good knowledge on Fusion Cloud architecture, setup manager and activities.
• Knowledge of external data integration services to load data into Oracle Fusion Applications from external sources, such as legacy systems and third-party applications or EPM Suite of applications.
• Should have knowledge of localizations
• Knowledge on Security setup would an added advantage.
• Experience in one of the following areas is seen as an advantage:
• OTBI Reports
• HCM Data Extracts (HDL)
• Payroll Batch Loader (PBL)
• PL/SQL

• Exhibit effective analytical skills & organizational skills
• Good command over spoken & written English
• Interact directly with customers and follows through on all assignments and takes ownership of customer issues
• Seeks innovative ways to improve the process of delivering solutions to customers
• Strong written and verbal English communication skills multi-lingual a plus
• Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features - and use this learning to deliver value to customers on a daily basis.

Career Level - IC4