Oracle Global Sales Support - Business Analyst in Bengaluru, India

Global Sales Support - Business Analyst

Preferred Qualifications


GSCO (Global Sales and Consulting Operations) central team is responsible for

providing training, business, contract support and communications on the Sales

Systems and Tools used by Sales and Consulting globally.

The focus of this role will be to support Oracle’s Sales Organization via chat

and incident support using Oracle’s Service Cloud product.

The GSCO Business Analyst will report to the GSCO Team Lead and will be

responsible for providing high quality, responsive support to Oracle’s Global

Sales and Consulting teams.

Successful candidates should have 18 months of overall experience in GSCO Team providing

sales support via chat or email. Should have strong knowledge in one of the

following tools (OSC, WQ, CPQ, GSI, DAS, QRS, OSAN) and Process (Revegy, Cloud)

Professional-level English written and verbal skills and a commitment to high

quality customer service are also essential.

Job duties are varied and complex, needing independent judgment and include but

are not limited to:


  • Provide chat, email support to resolve user problems with proactive


  • Follow predefined (as trained) support procedures and policies

  • Master the use of our support channels, processes & tools

  • Identify and report Partner/user issues & feedback through appropriate


  • Proactively identify opportunities to optimize and develop processes &

tools geared toward improving internal efficiency, resolution rate and customer


  • Effectively and judiciously escalate issues with clear communication

  • Support team lead/ manager when required

  • CSAT/resolution rate initiatives

  • Ability and willingness to quickly complete large volumes of work with high


  • Work and communicate with cross-functional teams (engineering, sales, product

specialists, etc) using various channels of internal

  • Escalate support requests to management and ensure they receive the

appropriate attention

  • Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

are met

  • Work across other lines of businesses and third parties e.g. business

practices, legal

  • Provide timely resolution of customer complaints and escalations including

providing corrective actions

  • Undertake admin responsibilities as required

  • Support new process/policy roll-outs

  • Undertake other projects as required

  • Monitor OSAN SRs and work closely with OSAN admins

  • Participate in UATs

of new applications

  • Keep updated on new

releases and enhancements


  • Graduate in any discipline

  • Must have experience in sales support handling Chats & emails.

  • Should have strong knowledge in one of the following tools (OSC, WQ, CPQ,

GSI, DAS, QRS, OSAN) and Process (Revegy, Cloud)

  • Excellent written communication skills in English for email and chat support


  • Strong analytical, problem solving, troubleshooting skills &

Interpersonal skills

  • Attention to detail with the ability to complete a large volume of work

quickly and independently

  • Ability to work collaboratively in a diverse team environment.

  • Proactive approach (ability to identify top support areas, innovate and

suggest process improvements)

  • Open to work in 24

  • 7 environment including holidays

  • Good keyboarding skills, PC skills, esp. in Word/Excel

  • Team player with

very good interpersonal skills and forward-looking attitude

  • Open to ideas/feedback

  • Ability to interpret, clearly articulate and advise sales on potential

objections to Oracle’s policies and commercial terms

  • Ability to proactively analyze and recommend best course of action for

complex contract scenario’s within a sales cycle

  • Ability to deal with challenging support requests in a timely manner

  • Ability and desire to provide excellent customer-service to internal


  • Ability to work independently and in a dynamic environment

  • Positive and “Can Do” Attitude

  • Results orientated

Detailed Description and Job Requirements

Provides programs to improve operational efficiency, consistency, and compliance in support of the organization's financial and tactical business objectives. Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.

Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing. Provides administrative support to the Business Analysts to collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives. Prepares updates to management received from the Business Analysts regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and/or deals. Assists in the communication of Oracle Business Practices to the organization and monitor process and approvals for full compliance. May assist in driving implementation of new processes and procedures.

Works on assignments that are routine in nature where limited judgment is needed. May determine methods and procedures on new assignments. May provide guidance to other support members. Applies technical aspects of the job to complete tasks. Typically 4 - 6 years of related experience.

Job: Business Operations

Location: IN-IN,India-Bengaluru

Job Type: Regular Employee Hire

Organization: Oracle