Oracle Saas HCM Government Cloud Support Analyst (security clearance required) NSC in United Kingdom
Saas HCM Government Cloud Support Analyst (security clearance required) NSC
HCM Government Cloud Support Analyst
Any Oracle UK office location.
clearance required or eligibility to be security cleared.
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.
- 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
- Reports to the UK Government Cloud
- Works as a Support Analyst in a UK
will be expected to work additional out of hours, providing on-call support
during evenings, weekends and public holidays on a rota system.
- 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).
Location: United Kingdom
Job Type: Regular Employee Hire
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