EBS Manufacturing, Order Management Senior Technical Analyst
Description For EBS Manufacturing, Order Management Senior Technical Analyst
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.
Career Level - IC3
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.
Responsibilities include managing and resolving Service Requests, owning and resolving problems, maintaining product expertise, acting as a technical resource to peers, contributing to Knowledge Management content, participating in Root Cause/Corrective Action activities, working with development on product improvement programs, operating within Oracle business processes, and being ready to work in shifts or occasionally serve "24x7 on-call".
Required skills and qualifications include a Bachelor's Degree in Engineering / B.Tech / MCA / Masters Degree in Computer Science or 6+ years' experience with Core products or Applications products, excellent analytical and problem-solving skills, working knowledge of SCM products, technical skills in RDBMS, SQL, PL-SQL, XML, Java, J2EE, Oracle ADF, SOA, and Web Services. Strong communication skills and customer focus are essential.
Responsibilities For EBS Manufacturing, Order Management Senior Technical Analyst
- Deliver post-sales support and solutions to Oracle customers
- Resolve post-sales non-technical customer inquiries
- Handle technical questions about Electronic Support Services
- Facilitate customer relationships with Support
- Provide advice to internal Oracle employees on customer situations
- Manage and resolve Service Requests
- Maintain product expertise
- Act as a technical resource to peers
- Contribute to Knowledge Management content
- Participate in Root Cause/Corrective Action activities
- Work with development on product improvement programs
- Operate within Oracle business processes
- Be ready to work in shifts or serve 24x7 on-call
Requirements For EBS Manufacturing, Order Management Senior Technical Analyst
- Bachelor's Degree in Engineering / B.Tech / MCA / Masters Degree in Computer Science OR 6+ years' experience with Core products or Applications products
- Excellent analytical and problem-solving skills
- Working knowledge of SCM products like Oracle Order Management, Shipping, Advanced Pricing
- Technical skills in RDBMS, SQL, PL-SQL, XML, Java, J2EE, Oracle ADF, SOA, and Web Services
- Understanding of structured SQL statements
- Ability to read and decipher software Log and Trace files
- Strong communication skills (verbal and written) in English
- Customer-focused attitude
- Willingness to work weekends occasionally and in shifts if needed
