Principal Advanced Customer Support Engineer – HRMS Functional
The ACS – HRMS Functional engineer,
will work as functional consultant on Oracle application in the Human Resource
area. The candidate should have a solid understanding of basic business
concepts and practices in the area of human resources. An implementation
experience in complex to medium complexity environment is required. He or She
should be able to operate independently to provide quality work products, and
perform varied and complex duties and tasks that need independent judgment.
with the client to understand requirements, functionality and business
customer requirements into deliverable products and services
functional assessment of implemented solutions, with recommendations for enhanced
processes, best usage of Oracle
applications features and better performance results
test plans, procedures and running the tests accordingly
Oracle Financials products and services in line with the contractual agreement
with support to resolve Customers SRs.
transfer sessions both within the Oracle team and to end users.
Work closely with
the technical team and delivery leaders to provide engagements work estimates
and drive excellence in functional work.
that new services are appropriately captured and put in ACS corporate
maintains knowledge of Oracle's current and future products/solutions offerings
for the specified HR area.
At least 5-7 years in Oracle EBS HCM implementation
Strong functional knowledge of all the HCM tracks (HR, Payroll, OTL, iRec, iLearning)
Knowledge of SQL and PL-SQL is an asset
Good exposure to various phases of project
Strong English written/verbal communications
Self-motivated individual who works well in a team
Willing to travel to customer sites on a regular
Experience in working as part of Global/ Matrixed/
Self-driven, ability to work under minimal
Excellent Analytical skills.
6 years of overall experience in relevant functional roles.
Detailed Description and Job Requirements
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.
As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor
s and Master
s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle