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Oracle Saas HCM Government Cloud Support Analyst (security clearance required) NSC in United Kingdom

Saas HCM Government Cloud Support Analyst (security clearance required) NSC

Preferred Qualifications

Saas

HCM Government Cloud Support Analyst

Location:

Any Oracle UK office location.

Security

clearance required or eligibility to be security cleared.

As

a member of the Support organization for UK Government Clients, 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

technical and functional customer inquiries via phone and electronic means. 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.

Pre

requisites:

  • Good Knowledge of EBS Payroll /Oracle

Cloud Services HCM / Oracle HCM

  • Good Knowledge UK legislation

  • UK Government Security Clearance (or

willingness and eligibility to be successfully security cleared)

  • UK National and resident in the UK for the

past 5 years

  • BA Honours/Science Degree

Scope

  • Reports to the UK Government Cloud

Support Manager

  • Works as a Support Analyst in a UK

Team

You

will be expected to work additional out of hours, providing on-call support

during evenings, weekends and public holidays on a rota system.

Responsibilities

may include

  • Ideally 2 to 3 years working in a HCM

SaaS/Cloud Helpdesk environment

  • Managing customer service requests and

being the single point of contact.

  • Work on service requests by providing

support, analysis, troubleshooting and collaboration with other Oracle Teams

  • Analyses information about the user’s

issue and determines the best way to resolve their problem.

  • Provide phone support, performing

problem recognition, research, resolution in a SaaS Environment or escalating

issues to (Cloud Operations, Global Customer Support or Development)

  • Records and maintains accurate

information within Service Request System (MOS)

  • Interfaces directly with customers to

ensure their issues are resolved and a superior customer experience is provided

  • Coordinating, working with and

following up on work performed by global teams

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)

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Job: Support

Location: United Kingdom

Job Type: Regular Employee Hire

Organization: Oracle

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