Oracle Advanced Customer Services is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology.

Who is Advanced Customer Services?
First of all, the People. Advanced Customer Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.

 

Qualifications:

This position is for an experienced professional with a hands-on functional background in the Oracle EPM Cloud (SaaS) and/or Oracle Hyperion (on-prem) suite of products.  Ideal candidate understands not only the concepts of Financials but also how they apply to the day-to-day processes of a Production business environment Responsible for supporting critical business operations Works independently to provide quality services to multiple customer engagements Performs varied and complex duties and tasks that need independent judgment to support Oracle products and technology to meet customer needs Applies Oracle methodology, company procedures, and leading practices. Fluency in one of the following foreign languages (besides English): : Italian, German, French, Spanish, Dutch, Swedish - desirable.

Note: this position does not require Infrastructure skills such as hands-on installing and upgrading of Oracle Hyperion on-prem products. The main focus is the Functional side. However, knowledge from an Operations perspective is required, including as many as possible of the following: metadata maintenance, lifecycle (migration of artifacts between non-Prod and Prod environments), integrations, data management, troubleshooting at the Functional level (e.g. slow retrieve due to application design issue), data and metadata loads, etc.

 

Lifecycle management

Being part of Advanced Customer Services organization, you get an opportunity in the lifecycle management of the solution. As customers’ operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichment to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).

 

Flexibility

You are in the driver seat. We offer services in all major SaaS, Apps Unlimited, and Analytics products. You may work in an On-Premise, OCI, PaaS or SaaS environment. You will have the opportunity to learn additional products and develop cross functional knowledge across a suite of products and platforms. A candidate can explore working in other divisions of Oracle to enhance their expertise after completion of a minimum period in our organization. We have requirements in all Fusion products. Similarly, we need technology experts in PaaS such as Oracle Analytics Cloud Services, Visual Builder Cloud Services, Oracle Integration Services and the list goes on and grows as Oracle embraces new innovation. Once you join, you may undergo training in one of the SaaS products. If you have expertise in one and want to expand your horizon across, we provide you options subject to availability provided that you have the aspiration, capability and commitment to the technology. Our engagements with customers are at all levels from an end user to an executive. This gives you the flexibility to apply your expertise in business processes and learn more. There are possible growth opportunities based on your interest to be a subject matter expert or a project manager or be an architect.

 

Responsibilities:

Analyze functional and operational issues reported by the customer with their Oracle EPM/Hyperion environment and provide the solution or workaround on time Perform root cause analyses and recommend meaningful updates to the following functional and operational items: dimensionality and hierarchies, business rules code, metadata properties, data forms and reports, data management processes and others as needed Provide input to help guide the development of customer solutions (pre-implementation), as well as address customer questions and concerns regarding the functionality of their Oracle EPM/Hyperion environments (post-implementation, ongoing maintenance)  Collaborate with offshore team members and business customers globally Customer Management Ability to understand customer urgency and sensitivity of the problem Strong Verbal and Written communication skills Ability to speak confidently and communicate clearly with the customer Strong Adherence to Process and be process champion Ability to work well in a demanding customer environment and delight customers