Fusion SCM Techno Functional Analyst

Oracle; Zapopan; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading company is seeking a Support Analyst with a strong technical background in Oracle Fusion SCM products. The role involves troubleshooting complex issues, providing customer support, and sharing knowledge through training. Candidates should have extensive experience in SaaS SCM support and a solid understanding of Oracle products.

Formación

• 6-9 years of experience in SaaS SCM support, implementation, or upgrade.
• Experience with Inventory Management, Order Management, and Supply Chain Planning.
• Ability to conduct training and share knowledge.

Responsabilidades

• Act as the technical interface for customers to resolve issues related to Oracle products.
• Provide excellent customer service support and incident tracking.
• Manage sensitive customer issues and consult with management for critical resolutions.

Conocimientos

Problem-solving

Customer interaction

Technical support

Analytical skills

Educación

BE, BTech, MCA, CA or equivalent

Herramientas

SQL

PLSQL

BI Publisher

Oracle Integration Cloud

Descripción del empleo

Position Overview:

• The position is for a Support Analyst with a technical background in Oracle Fusion SCM products, mainly Order to Cash. Responsible for providing excellent customer service support, incident tracking, diagnosis, replication, troubleshooting, and resolution of complex cases.
• Proficiency in SQL and good knowledge of at least one Fusion technology such as FBDI, Reporting Tools - Fusion BIP/OTBI/FRS.
• The main role is troubleshooting and resolving highly complex techno-functional problems.
• The focus is to provide technical and functional customer service and drive resolution of each service incident.
• Key skills include high-level techno-functional skills, Oracle product knowledge, problem-solving, and customer interaction. This role involves working with both Cloud and On-Premise customers and includes:
• Working directly with customers to advise on complex Oracle product use
• Resolving mission-critical issues
• Managing sensitive customer issues as Situation Manager
• Consulting with management for critical resolutions
• Knowledge sharing through formal training and mentoring, and creating/reviewing Knowledge Articles.

Qualifications:

• Must Have Skills: 6-9 years of experience in SaaS SCM support, implementation, or upgrade, with at least one SaaS SCM implementation. Experience with Inventory Management, Order Management, Procurement, Logistics, Manufacturing, Supply Chain Planning, Maintenance, BI Publisher, and Oracle Integration Cloud. Familiarity with Release 12.x SCM modules, ability to relate product functionality to business processes, troubleshoot logs, and perform functional testing. Ability to conduct training and share knowledge.
• Nice to Have Skills: Additional experience in SaaS SCM, hands-on configuration on tools like SQL & PLSQL, HDL, Extract, BI Publisher, OTBI, Conversion, Security, Approvals, Integrations, Webservices. Knowledge of Fusion Cloud architecture, FBDI, OTBI reports, external data integrations, localizations, Security setup, XML, Java/J2EE, Oracle ADF, SOA, Web Services.

Personal Attributes:

• Self-driven, result-oriented, strong problem-solving skills, customer support skills, effective communicator, relationship-focused, eager to learn, influencing, team player, customer-focused, confident, professional, enthusiastic, flexible, organized, and passionate about coaching and teaching.

Note:

• Working in shifts is mandatory, including evenings and nights on rotation.
• Based in Bangalore, Hyderabad, Noida.

Others:

• Strong analytical and organizational skills, good command of English, proactive in customer interaction, innovative in process improvement, multi-lingual is a plus, experienced in Managed Services including client relationship and delivery management, and capable of managing large teams supporting SLAs for EBS and Cloud/SaaS.

Education & Experience:

BE, BTech, MCA, CA or equivalent preferred. Other qualifications with adequate experience may be considered. Career Level - IC3.

Responsibilities:

As a Sr. Support Engineer, act as the technical interface for customers, OEMs, and VARs to resolve issues related to Oracle products, with in-depth knowledge of multiple platforms and products, and the ability to work independently to develop solutions.