Functional Analyst Support Engineer (Saas Functional Support)

Department Description

The CSS MCS organization consists of a diverse, highly skilled, and specialized team of Engineers, who partner with the Oracle Development, Sales and Support lines-of-business by providing technical subject matter experts for tailored complex and mission-critical IT environments.

Job Description

Position is for a Techno-functional Support Professional, preferably in the final semester of a Computer Science or similar degree program, or already graduated in Computer Science or a related field. 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 on our SaaS products.

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 a Functional Analyst, you will become a guru, with strong expertise across the stack and tiers (application and system), focused on the creation and management of business solutions using Oracle technology, the operations surrounding it, and the Oracle services infrastructure needed to achieve the highest service levels (e.g., availability, performance, etc.) and consequent high customer satisfaction. You will be responsible for setting overall technology direction for key areas to invest resources in, building internal expertise and leveraging knowledge within the Support organization. You will be expected to resolve and help guide resolution of multiple highly difficult and complex problems and escalations involving several product areas, while providing consultation to senior technical advisors on projects, reviewing their work and advising areas for self-advancement.

Job Responsibilities

• The main role of a Functional Analyst is to troubleshoot and resolve highly complex techno-functional problems on SaaS products. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.
• Identifying options for potential solutions and assessing them for both technical and business suitability.
• Creating logical and innovative solutions to complex problems.
• Establishing detailed program/application specifications through discussion with internal and external teams.
• Data analysis, mining, dissemination
• Ensuring that all systems and requirements are adequately documented as to their purpose and function.
• Provide documentation to support the validation of customer’s applications.
• Planning and working flexibly to a deadline. Work may require working in multiple shifts in order to interact with offshore and onsite teams.
• Taking direct ownership of all problems/tasks and working with others to resolve issues.
• Working closely with technical lead and end users to ensure technical compatibility and user satisfaction.
• Ensuring that deadlines met by meeting regularly with Project Manager 
• Delivering tested and validated applications that meet specifications with highly predictable results.
• Participating with all Oracle staff and customer teams throughout the corporation to build a cooperative team environment through frequent communication and interaction.
• Working with QA environments and facilitate end-to-end testing by examining sample data sets to check output from programs/systems.
• Performing post-deliver and testing audits as part of a proactive QA process.
• Multitasking and managing assignments; coordinating the prioritization of assigned tasks with project leads.
• Works with senior developers and technical leads in the implementation of technical processes and services to meet business needs.

Primary skills must include:

 
Education & Experience:
 

Bachelor’s degree in computer engineering, industrial engineering, computer science or similar degree program. We can consider candidates on the final semesters of the corresponding degree. 

Functional/Technical Knowledge & Skills:
 

Must have good general understanding of Oracle SaaS products, as well as strong knowledge on IT general technologies like networking, database, programing (Java), cloud computing, general knowledge of concepts IaaS, PaaS, SaaS. Preferably hands on experience on any cloud technology.     

We expect candidate to have:

• Intermediate knowledge in Java or Python, PL/SQL Database, Operating Systems, and Information Security.
• Fundamental knowledge in Cloud Computing, DevOps, Microservices, and Docker.
• Desirable basic knowledge in Oracle Products: Database or Middleware (WebLogic, SOA, IDM, SOA Suite OAS/OBIEE).

 Personal Attributes:
 

• Self driven and result oriented
• Strong problem solving/analytical skills
• Effective communication (verbal and written)
• Focus on relationships (internal and external)
• Strong willingness to learn new things and share them with others
• Influencing/negotiating
• Team player
• Confident and decisive
• Enthusiasm
• Flexibility
• Inter-personal skills and should be a team player.

The following experience is required:
 

• Expert working knowledge of Microsoft Office suite of products.
• Excellent English and Spanish verbal and written skills 
• Desirable previous IT Business Analysis experience

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Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer