Oracle Cloud Operations Customer Support in Overland Park, Kansas
Work as part of a team that acts as the central resource and driving force for the design, process, manufacturing, test, quality and marketing of product(s) as they move from conception to distribution. Organize interdepartmental activities ensuring completion of the project/product on schedule and within budget.
As a member of the product development division, you will define product specifications and or strategy. Gather and analyze information to define product specifications and review design specifications. Communicate product strategy and functionality. Initiate and foster relationships with other groups. Review product documentation and collateral. Ensure successful product releases based on corporate priorities.
Duties and tasks are varied and complex, needing independent judgment. Fully competent in own area of expertise. May have project lead role and or supervise lower level personnel. BS or MS degree or equivalent experience relevant to functional area. 4 years of software engineering or related experience.
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.
OracleERP Cloud Operations group provides efficient, consistent and standards basedoperational support for Oracle s growing ERP cloud business.
Customer success is our number one priority. You will beasked to lead efforts to simplify, improve and drive processes that are focusedon driving customer success and satisfaction to industry leading levels.
ESSENTIALJOB FUNCTIONS AND PRIMARY DUTIES
Thisis a dynamic position that continually evolves along with the ERP Cloudbusiness drivers. You will be required to seek and implement ongoingimprovements to the multiple areas of the ERP Cloud Operations processes andprocedures.
Responsibilities include but are not limited to:
Respondsto Support Requests submitted for various environment management activities,and executes the requests to completion.
Theseactivities include customer profile changes (such as patching cadence, patchingschedule, patching region) to ensure that customer maintenance activities areperformed according to customer business needs. Handles upgradescheduling/rescheduling/confirmation type Service Requests. Normally theserequests are handled during regular working hours. However, we may need to haveon-call type arrangement for holidays if necessary.
Providesguidance to customers, partners, and customer success managers in resolvingcomplex problems, handling escalations, working with various groups withinOracle (including support, development, operations).
Deepunderstanding of our operational policies, processes, and deadlines relatedwith operational activities would be required. Identifying opportunities toimprove process efficiencies and customer satisfaction, followed by rollout andimplementations of those improvements would be part of expectations as well.
CoordinateERP Cloud customer life cycle management activities. Working with the ERPproduct development teams, ensure that new and existing ERP Cloud application servicesare delivered with operational efficiency. Activities include implementationsupport, project planning, issue escalation and resolution management.
Coordinateefforts with Oracle Cloud Operations and Support, including assistance withcustomer escalations, process improvement projects and support requestmonitoring of key customer engagements.
Must have: Customer focus,verbal and written communication skills, positive attitude, collaboration withvarious groups within Oracle to identify and solve problems.
Collaborates with business andtechnology partners to gather and understand business requirements as well asto provide a resolution to deliver on these requirements.
Partners with central cloudoperations, customer success managers, release management, development andsupport teams.
EDUCATIONAND EXPERIENCE/LICENSES AND CERTIFICATION
Bachelor of Science in atechnical discipline from an accredited college or university
4 years directly relatedexperience or an equivalent combination of education and experience
Customer Support experience isa plus
Job: *Product Development
Title: Cloud Operations Customer Support
Location: United States
Requisition ID: 180011JT