Oracle Fusion Supply Chain Management Technical Support Analyst - Colorado Springs, CO in Denver, Colorado

Fusion Supply Chain Management Technical Support Analyst - Colorado Springs, CO

Preferred Qualifications

Are you interested in being part of a dynamic and

fast paced team supporting Oracle’s newest Supply Chain Management and Manufacturing offering? At Oracle Fusion, we deliver Supply

Chain Management / Manufacturing solutions in the Cloud (SaaS) and on-premise

to leading companies worldwide, across multiple industries.

Department Description:

The Fusion Supply Chain Management

Support Team, located in Colorado Springs, Colorado is expanding to support our

rapidly increasing customer base in the Cloud (SaaS). The team partners

with Oracle Development in supporting early adopters and many other new

customers. This is a unique opportunity to be part of the future of

Oracle Support and help shape the product and the organization to benefit our

customers and our employees.

Position Overview –Technical Support Engineer:

This position is for supporting

Fusion Applications (Discrete Manufacturing, Production Planning, Maintenance,

Sales & Operations Planning, Order Management, Product Development, and

Inventory).

Job Responsibilities:

  • Research, resolve and respond to complex issues acrossthe Application product lines and product boundaries in accordance withcurrent standards.

  • Demonstrate strong follow-through and consistently keepcommitments to customers and partners.

  • Ensure that each and every customer is handled with aconsummately professional attitude and the highest possible level ofservice.

  • Take ownership and responsibility for priority customercases where and when required.

  • Review urgent and critical incidents for quality.

  • Queue reviews with engineers to ensure quality andefficiency of support.

  • Report high visibility cases, escalations, customertrends to management.

  • Act as information resource to the management team.

  • Contribute to an environment that encouragesinformation sharing, team-based resolution activity, cross training and anabsolute focus on resolving customer cases as quickly and effectively aspossible.

  • Participate in projects that enhance the quality orefficiency of support.

  • Participate in system and release testing, as needed.

  • Act as a role model and mentor for other engineers.

  • Work with Oracle Development/Support Development forproduct-related issues.

  • Demonstrate core competencies (employ sound businessjudgment, creative and innovative ways to solve problems, strong workethic, and do whatever it takes to get the job done).

Candidate Profile:

Oracle Software Support

is growing its Fusion Supply Chain Management / Manufacturing Support team.

As part of this team,

you will learn the latest technology and help influence product supportability,

usability, maintenance, and installation/configuration.

The team works closely

with the Fusion Development team, as well as other Oracle teams, directly

involved in Fusion Products.

If you are interested in

joining the support team for a product in its early stages and help shape the

future of Fusion products and Fusion customers alike, then this is the place to

be. If you believe you meet the requirements below, we would be interested in

finding out more about you.

As a Support

Engineer, you will be expected to have:

  • Skills

in using industry standard tools and techniques.

  • Exceptional

diagnostic and troubleshooting abilities.

Behavioral

  • Detail-oriented.

  • Excellent communication skills, in terms of being ableto convey technical and functional knowledge and solutions in highlyescalated situations to executives, support personnel and customerpersonnel.

  • Well-developed listening skills, with ability todiscern core issues in an environment where it may be difficult todetermine the symptoms and cause.

  • Good organizational skills that facilitate thegeneration of coherent action plans that meet participant needs and leadto problem resolution as quickly as possible.

  • Fast and flexible problem solving aptitude so as to beable to adjust resolution plans as new data for given problems isobtained.

  • Ability to persevere in the face of obstacles andensure customers’ success.

  • Able to work well with limited daily supervision.

  • Process orientation preferred.

  • Self-starter.

Technical &Analytical

  • Well-developed troubleshooting skills in the area offunctional or technical domains of enterprise business applicationenvironments as listed in the respective posting.

  • Ability to analyze details and synthesize the "bigpicture", frequently working with incomplete or ambiguous data.

  • Creative use of industry standard tools to aid in thediagnostic process.

  • Knowledge in one of the following areas is seen as anadvantage: XML, Java, J2EE, Oracle ADF, SOA and Web Services.

Education

  • B.S. (Computer Science, Information Systems, Science,Mathematics, Physics, or Chemistry) with a 3.0 GPA and/or:

  • Other qualifications and experience, such as provenprofessional/technical experience in demonstrating an understanding ofApplications at a functional and technical level (preferably Oracle).

Top 4 skill sets / technologies in the idealcandidate:

  1. Strong Supply Chain / Procurement functional knowledge.

  2. Excellent communication skills dealing with customers(internally and externally).

  3. Exceptional diagnostic and troubleshooting skills.

4.

Desire to learn new technologies.

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. A primary point of

contact for customers, 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 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.

Job duties are varied and complex utilizing independent judgment. May have

project lead role. 4 years’ experience with Core products or five years’

experience with Applications products and have a technical degree i.e., BS

Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry

with a 3.0 GPA OR (for Applications) proven professional/ technical experience,

i.e., demonstrating an understanding of Applications at a functional and

technical level (preferably Oracle)

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

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. A primary point of contact for customers, 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 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.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Oracle is an 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 and protected veterans status or any other characteristic protected by law.

Job: Support

Location: US-Colorado

Job Type: Regular Employee Hire

Organization: Oracle