Fusion HCM Technical Consultant

Short description:The Position is for a Technical Support Analyst with a functional background in Fusion ERP Suite of HCM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.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.Position Overview:The Position is for a Technical Support Analyst with functional background in Fusion ERP Suite of HCM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, fix, and resolution of complicated and critical cases.The main role of a Support Analyst is to solve and resolve highly complex techno-functional problems.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 service incident.The key skills put to use every day are - high-level techno-functional skills, Oracle products knowledge, 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 I. Advising on complex use of Oracle products II. Resolving highly complex and important issues III. Manage highly complex and critical customer issues IV. Serve as Situation Manager on highly sensitive issues V. Consult with Management in directing resolution of critical customer situations VI. Achieve knowledge transfer with teammates through Development and delivery of formal team training sessions VII. Formal mentoring for promoting the technical and professional development of others VIII. Creation/review of Knowledge Articles.Must Have SkillsExperience in Implementation, support, or upgrade of SaaS HCM suite of products with at least 1 implementation experience on SaaS HCM Products Core HR, Absence, Benefits, Extracts, HDL Loader, Workflow, BI Publisher and knowledge on Oracle Integration Cloud.Experience in Implementation, support or upgrade of Oracle SaaS HCM Suite.Should have good knowledge on Fusion Cloud architecture, setup manager and activities.Knowledge of FBDI and OTBI reports developmentKnowledge of external data integration services to load data into Oracle Fusion Applications from external sources, such as legacy systems and third-party applications or EPM Suite of applications.Should have knowledge of localizationsKnowledge of Security setup would be an added advantage.Hands-on Configuration experience on at least three or more tools I. HCM Extracts II. HCM Data Loader (HDL) III. Payroll Batch Loader (PBL) IV. Workflow V. BI Publisher VI. Fast Formula VII. Personalization VIII. PL/SQLExperience in one of the following areas is seen as an advantage: I. XML II. Java, J2EE and Oracle ADF III. SOA and Web ServicesNice to Have SkillsExperience in Release 12.1.3.x / 12.2.x Oracle Core HR, Absence, Benefits, and PayrollHas real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or have equivalent knowledge.Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenariosShould have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.Work with users to solve and resolve issues, answers business questions provides data analysisShould be able to understand the business process flow and perform functional testing as per the business requirement with appropriate test scriptsConduct training and knowledge sharing sessionsOthersExhibit effective analytical skills & organizational skillsGood command over spoken & written EnglishInteract directly with customers, follows through on all assignments and takes ownership of customer issuesSeeks innovative ways to improve the process of delivering solutions to customersStrong written and verbal English communication skills; multi-lingual a plusStrong 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 every day.Should have demonstrated experience in Managed Services that include Client Relationship Management, Offshore Delivery Management, Project/Program Management, contribution to Business & Revenue Growth, significant contributions in the area of successful delivery of KPIs to the customer.Must have very good communication skills, Must be a teammate, willing to learn new technologies and work in rotational shifts. Should be a Strong Techno Functional Lead, able to manage a large team and support SLAs for the EBS and Cloud/SaaS customers. PRB