Oracle Fusion SaaS EPM/Hyperion Implementation Support Engineer

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.

Qualifications:

Both a Bachelor\’s and Master\’s degree in Computer Science, Engineering or equivalent experience with 5 years related experience with Oracle EPM product.

Do you want to work with exciting customers across all sectors in the industry? If you have a passion for tech, a customer-centric approach, and a background in helpdesk support, come and grow your career with us. Thrive in this crucial role!

Oracle is a technology leader that’s changing how the world does business – and our Customer Success Services (CSS) team supports over 6,000 companies around the world.

If you have a passion for innovation in delivering service excellence with a background in SaaS Application support, we want you on our team!

Security Clearance (SC): Security Clearance to work with UK Government customers required, or eligibility to be security cleared.

Who is Oracle Customer Success Services?

Oracle Customer Success Services (CSS) is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology.

Oracle SaaS applications best unfold their full value and rich capabilities if user adoption, business continuity, technical optimization, and security are addressed proactively. Thousands of customers around the globe have relied for several years on Customer Success Services for high performance and the efficient operation of their most critical business processes on Oracle environments. Thousands of domain experts around the world assist and guide customers toward their business goals. Oracle CSS provides tailored support and guidance throughout the Oracle Cloud Applications usage to meet customers’ business objectives. We, the CSS, are expanding the team in the UK to help manage, support and enhance our customers\’ experience with Oracle Fusion SaaS and PaaS. The Team works with our UK Secure Govt Customers primarily but also works with UK Commercial Customers when required.

Lifecycle Management:

As customers grow and mature with their operations, we would act as the enabler to enhance product adoption and user experience. Our focus on continual service improvement is a key differentiator. As part of Customer Success Services organization, you will get an opportunity in the lifecycle management of the SaaS and PaaS solution – we would leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day-to-day queries, creating extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and being a part of the customer business teams to enable them to achieve their key business process KPI’s.

What you’ll do:

• As a Fusion SaaS Analyst 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 issues directly with customers.
• A main point of contact for customers, you are responsible for facilitating customer relationships with Support, Product Management, XLOB and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
• As a Fusion SaaS Analyst, you will offer strategic support to assure the highest level of customer satisfaction. A focus is to build/use automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

The background you should have for this job:

• 3-5+ years’ experience with Oracle EPM Cloud SaaS or Oracle EBS 12.2
• Excellent experience in at least 3 of the following with a good working knowledge of others:
  • Planning, Profitability and Cost Management, Financial Consolidation and Close, Account Reconciliation, Tax Reporting, Narrative Reporting, Freeform or Enterprise Data Management
• Ability to diagnose, troubleshoot and resolve customisations with, for example, Groovy
• Eligibility for UK Government Security Clearance
• UK Passport Holder
• Minimum 5 years UK residency to meet UK Security Vetting (SC) requirements.
• Applying and testing of Oracle Updates
• Strong experience in providing support, configuration and extension services activities to UK Govt clients.
• Excellent spoken and written English language communication skills.
• Ability to work with multiple teams to address client needs.
• Demonstrate self-initiative and ability to work independently and unsupervised.
• Have hands-on experience in supporting/integrating and extending Oracle SaaS EPM
• Expertise in configuring and optimizing applications, and understanding of performance tuning techniques

We also use:

• Fusion SaaS (All)
• Cx Cloud
• HCM/Payroll Cloud / On Prem
• EBS
• PSFT

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