EBS HCM Support Engineer

hace 7 meses

Zapopan, México Oracle A tiempo completo

An opportunity exists for an experienced engineer in our global EBS organization to help provide support on HCM products for Oracle's E-Business Suite specifically, Oracle Benefits, Payroll and HR.


As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. 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. Responsibilities include providing excellence in customer service support, incidence tracking, 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 ultimately drive complete and total resolution of each service incident.

Functional/Technical Knowledge & Skills

Excellent analytical and problem solving skills Required knowledge in E-business HCM Suite (Oracle Benefits, Payroll and HR) Functional/Technical background in assigned product area and exposure to associated systems and software. This includes usage of Application Product Interfaces (APIs), Interfaces etc. along with ability to map requirements to existing features. Technical skills in any 3 of the following are desirable: RDBMS, SQL, PL-SQL, XML, Java, J2EE and Oracle ADF, SOA, EBS Patching, and Web Services Understanding of structured SQL statements helpful. Ability to read and decipher software Log and Trace files, Performance Tuning, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution Demonstrates strong and sound judgment to expedite or facilitate the development of solutions to customer issues in a reactive or proactive mode. Good understanding of different business scenarios, financial impacts, and ability to assess the criticality an issue has on the customer’s business.


Personal Attributes:

Self-motivated with good communication skills, excellent verbal and written skills in English is a must
Proactive
Problem Solving/Analytical Skills

Effective Communication (verbal and written)
Focus on Relationships (internal and external)
Influencing/Negotiating
Teamwork
Results Focused
Escalations Management
Expertise (maintaining professional in own discipline)
Enthusiasm
Flexibility
Organizational Skills
Coaching/Knowledge Transfer Ability
In-depth experience in using or developing Oracle’s EBS products
Comfortable working under stress
Willing to work weekends occasionally
Willing to work in shifts if needed
Should be Customer-Focused
Should be Well-organized
Should be Team-player

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. 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 primary point of contact for customers. You will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products as a Sr. Support Engineer. 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. (6) years’ experience with Core products or five years’ experience with Applications products and have a technical degree ., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a GPA OR (for Applications) proven professional/ technical experience, ., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.

As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) 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.

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