What are the responsibilities and job description for the Technical Analyst Support position at Oracle?
Oracle Cloud Functional & Technical
Position Overview:
Position is for OTM Techno Functional Professional preferably with implementation and support.
experience. Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each issue reported by customer.
Job Responsibilities:
The main role of a Support engineer is to troubleshoot and resolve highly complex Functional problems.
The key skills put to use on a daily basis are - high level of Functional skills, Oracle products knowledge,
problem solving skills, and customer interaction/service expertise.
Education & Experience:
BE, BTech, MCA or equivalent preferred. Other qualifications with adequate experience may be considered.
Relevant implementation and support working experience.
Functional/Technical Knowledge & Skills:
Must have good understanding of the following with OTM On-Prem and OTM SaaS capabilities:
We are looking for a techno-functional person who has real-time hands-on functional/product and/or
technical experience; and/or worked with L3 level support; and/or having equivalent knowledge.
We expect candidate to have:
1. Strong Logistics business processes knowledge and concepts.
2. Implementation/Support experience on OTM modules like Order Management, Contract and Rate Management, Shipment Management, Business Process Automation, Global Trade management, Fleet Management and Fright Settlement.
3. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using OTM.
4. Technically good Skills in SQL, PL/SQL, BIP reports, XML and Stylesheet.
5. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using OTM.
6. Strong problem-solving skills.
7. Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.
8. Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.
9. Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams often.
10. 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 daily.
11. High flexibility so you remain agile in a fast-changing business and organizational environment.
12. Create and maintain appropriate documentation for architecture, design, technical, implementation, support, and test activities.
Personal Attributes:
1. Self-driven and result oriented
2. Strong problem solving/analytical skills
3. Strong customer support and relation skills
4. Effective communication (verbal and written)
5. Focus on relationships (internal and external)
6. Strong willingness to learn new things and share them with others
7. Influencing/negotiating
8. Team player
9. Customer focused
10. Confident and decisive
11. Values Expertise (maintaining professional expertise in own discipline)
12. Enthusiasm
13. Flexibility
14. Organizational skills
15. Values and enjoys coaching/knowledge transfer ability
16. Values and enjoys teaching technical course
