The position is for a Techno Functional Support Analyst with a technical background in the Fusion Suite of HCM products, responsible for providing excellent customer service support, tracking incidents, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The main role is to troubleshoot and resolve highly complex techno-functional problems, focusing on customer service on both a technical and functional level. The key skills utilized daily include high-level techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise.
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Responsibilities:
- Work directly with customers to advise on the complex use of Oracle products
- Resolve 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 the resolution of critical customer situations
- Achieve knowledge transfer with teammates through development and delivery of formal team training sessions
- Conduct formal mentoring for promoting the technical and professional development of others
- Create/review knowledge articles
Work Conditions:
- Regular employee position
- Must be willing to work in rotational shifts
- Flexible and remote working options available
Must Have Skills:
- 10+ years of experience in the implementation, support, or upgrade of SaaS HCM suite of products with at least 1 implementation experience on SaaS HCM Products (Core HR, Absence, Benefits)
- Experience in Release 12.1.3.x / 12.2.x Oracle Core HR, Absence, Benefits, and Payroll
- Ability to relate product functionality to business processes and offer implementation advice
- Proficient in reading and deciphering software log and trace files
- Capable of troubleshooting and resolving issues, answering business questions, and performing data analysis
- Strong understanding of business process flow and functional testing
Nice to Have Skills:
- 10 to 12 years of experience in the implementation, support, or upgrade of Oracle SaaS HCM Suite
- Hands-on configuration experience on at least three or more tools (HCM Extracts, HDL, BI Publisher, etc.)
- Knowledge of Fusion Cloud architecture, external data integration services, and localizations
- Experience in XML, Java, J2EE, and Oracle ADF
Education & Experience:
- B.E/B.Tech (Computer Science) or equivalent preferred
- Other qualifications with adequate experience may be considered
Location:
Saudi Arabia
