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

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