Senior Analyst - Fusion Hcm Technical Consultant Job in Oracle India

Job Title: Customer Success Services - Oracle SaaS/HCM/Cloud Analyst - Lead

Career Level: IC3

Position Overview:

As a member of Oracle s Support organization, you will be responsible for providing post-sales support and solutions to Oracle customers. Your focus will be on resolving complex, non-technical customer inquiries, as well as providing technical troubleshooting for Oracle's Electronic Support Services. Acting as a primary point of contact for customers, you will manage customer relationships and offer assistance to internal Oracle teams regarding customer situations and escalated issues.

Key Responsibilities:

• Customer Support: Act as the primary contact for Oracle customers, assisting them with complex technical and functional queries related to Oracle Fusion HCM products, including Core HR, Absence, Benefits, Extracts, HDL Loader, Workflow, BI Publisher, and Oracle Integration Cloud.
• Incident Management: Track, diagnose, replicate, and resolve critical and complex cases, ensuring total resolution of service incidents.
• Customer Success: Advise customers on the complex use of Oracle products, providing tailored solutions and resolving critical issues.
• Situation Management: Take ownership of highly sensitive and critical customer issues, working directly with customers and consulting with management to drive resolution.
• Knowledge Sharing: Share your knowledge with teammates by delivering formal training sessions, creating and reviewing Knowledge Articles, and mentoring others to promote technical and professional development.
• Collaboration: Work closely with internal teams to address escalated customer issues and contribute to improving internal processes and solutions.

Qualifications:

Must-Have Skills:

• 6-10 years of experience in the implementation, support, or upgrade of Oracle SaaS HCM products, with at least one implementation experience in Core HR, Absence, Benefits, Extracts, HDL Loader, Workflow, BI Publisher, and Oracle Integration Cloud.
• Hands-on configuration experience with at least three or more tools:
  • HCM Extracts
  • HCM Data Loader (HDL)
  • Payroll Batch Loader (PBL)
  • Workflow
  • BI Publisher
  • Fast Formula
  • Personalization
  • PL/SQL
• Strong knowledge of Fusion Cloud architecture, setup manager, and activities.
• Experience with FBDI and OTBI report development.
• Knowledge of integrating external data sources into Oracle Fusion Applications.
• Familiarity with localizations and security setup is a plus.

Nice-to-Have Skills:

• Experience with Oracle Core HR, Absence, Benefits, and Payroll in Release 12.1.3.x / 12.2.x.
• Experience working in L1/L2/L3 support environments.
• Ability to analyze and decipher software logs and trace files to troubleshoot issues.
• Hands-on experience with XML, Java, J2EE, Oracle ADF, SOA, and Web Services.
• Strong functional/product expertise, with the ability to relate Oracle s functionality to business processes.

Additional Skills:

• Effective analytical and organizational skills.
• Strong verbal and written communication skills in English; multilingual skills are a plus.
• A proactive learning orientation, staying up-to-date with emerging business models, processes, and Oracle product solutions.
• Experience in Managed Services, including client relationship management, offshore delivery management, project/program management, and successful delivery of KPIs.
• Ability to work in rotational shifts, manage a large team, and ensure SLAs are met for both EBS and Cloud/SaaS customers.

Education & Experience:

• B.S. (Computer Science), BE, or equivalent preferred.
• Other qualifications with adequate experience may also be considered.