Principal Analyst, CSS Global SaaS & Apps Delivery, SaaS Apps

apartmentOracle placeBangalore calendar_month 

Job Description

Oracle CSS - Advanced Customer Services-Oracle SAAS/FINANCE/Cloud Principal Analyst

Position Overview:

  • The Position is for a Functional Support Analyst with a technical background in the Fusion ERP Suite of 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 techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise. It is an opportunity to work with Cloud and On-Premise 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
  • 9+ years of experience in Implementation, support, or upgrade of Oracle EBS suite of products with at least 1 implementation experience on SaaS ERP Finance- AR, AP, GL, Cash Mgmt, Fixed Assets, etc..
  • Has real-time hands-on functional/product and/or technical experience and/or worked with L1/L2/L3 level support and/or have equivalent knowledge.
  • Ability to relate the product functionality to business processes, and thus offer implementation advice 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 troubleshoot and resolve issues, answers business questions provides data analysis
  • Should be able to understand the business process flow and perform functional testing as per the business requirement with appropriate test scripts
  • Conduct training and knowledge sharing sessions
  • Nice to Have Skills
  • 9 to 12 years of experience in Implementation, support, or upgrade of Oracle SaaS Fusion Financials.
  • Hands-on Configuration experience on at least one or more modules -
  • Fusion Accounts Receivables Cloud,
  • Fusion Payables Cloud,
  • Fusion GL, Accounting Hub
  • Expenses, Cash Management
  • Should have good knowledge of Fusion Cloud architecture, setup manager, and activities.
  • Knowledge of FBDI and OTBI reports development
  • 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 Chinese localizations
  • Knowledge of Security setup would be an added advantage.
  • Experience in one of the following areas is seen as an advantage:
  • PL/SQL
  • XML
  • Java, J2EE, and Oracle ADF
  • SOA and Web Services
  • Others
  • Exhibit effective analytical skills & organizational skills
  • Good command over spoken & written English
  • Interact directly with customers, 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.
  • Should have demonstrated experience in Managed Services that include Client Relationship Management, Offshore Delivery Management, Project/Program Management, contribution to Business & Revenue Growth, significant contributions in the area of successful delivery of KPIs to the customer.
  • Must have very good communication skills, Must be a team player, willing to learn new technologies and work in rotational shifts. Should be a Strong Techno Functional Lead, able to manage a large team and support SLAs for the EBS and Cloud/SaaS customers.
  • Education & Experience:

Academics:B.S (Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered.

Career Level - IC4

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