Senior Fusion Support Analyst

Oracle; Región Centro; Presencial; MXN 500,000 - 700,000; Jornada completa

Descripción de la vacante

A leading software company is seeking a Support Analyst based in Mexico, Jalisco to troubleshoot and resolve complex technical issues. The ideal candidate will have 3-8 years of experience in functional domains like General Ledger and Tax Management, alongside strong problem-solving and customer service skills. The position promotes significant customer interaction, requiring excellent English communication skills and a commitment to ongoing learning and development.

Formación

• 3 to 8 years of experience in relevant functional domains.
• Strong command of spoken and written English.

Responsabilidades

• Troubleshoot and resolve complex techno-functional problems.
• Provide customer service at both technical and functional levels.
• Interact directly with customers and take ownership of issues.

Conocimientos

Techno-functional skills

Oracle products knowledge

Problem-solving skills

Customer interaction/service expertise

Analytical skills

Organizational skills

Multi-lingual communication

Descripción del empleo

Qualifications

Career Level - IC4

• The primary role of a Support Analyst is to troubleshoot and resolve highly complex techno-functional problems.
• The focus of this position is to provide Customer Service at a technical and functional level and to drive the complete resolution of each service incident ultimately.
• The key skills used daily are: a high level of techno-functional skills, knowledge of Oracle products, problem-solving skills, and customer interaction/service expertise. It is an opportunity to work with Cloud and On-Premise customers. This work includes:
  • Work directly with Customers for
  • Advising on the complex use of Oracle products
  • Resolving highly complex and mission-critical issues
  • Manage highly complex and critical customer issues.
  • Serve as Situation Manager on highly sensitive issues.
  • Consult with Management in directing the resolution of critical Customer situations.
• Knowledge gain and sharing - achieve knowledge transfer with teammates through the Development and delivery of formal team training sessions.
• Formal mentoring for promoting the technical and professional Development of others
• Creation/review of Knowledge Articles

Responsibilities

3 to 8 years In-depth knowledge of functional domains such as: General Ledger, Fixed Assets, Cash Management and Forecasting, Budgeting, Intercompany Accounting, Encumbrance Accounting, Subledger Accounting SLA, Treasury Management, Tax Management, Tax, Financial Consolidation, Cost Management, and others (Localizations and Oracle Business Flows - OBM).

• Exhibit practical analytical skills & organizational skills
• Good command over spoken & written English
• Interact directly with customers and follow through on all assignments, and take ownership of customer issues
• Seeks innovative ways to improve the process of delivering solutions to customers
• Strong written and verbal English communication skills; multi-lingual a plus
• Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.