This will be a hybrid contract

On-call availability

 

Join Oracle's world-class team and leverage cutting-edge technology to develop, implement, and support Oracle’s global solutions. As a member of the Support organization, you will play a key role in delivering post-sales support and solutions to Oracle's customer base, while acting as an advocate for customer needs.
In this role, you will be responsible for resolving post-sales customer inquiries via phone and electronic communication. Additionally, you will address technical questions related to the use of and troubleshooting for Oracle’s Electronic Support Services. As a primary point of contact, you will facilitate customer relationships with Oracle Support and provide advice and assistance to internal teams on complex customer issues and escalations.

The Senior Technical Solution Analyst Role is a customer-facing position, that is responsible for conducting troubleshooting investigations using backend methods, including capturing log files, querying tables, updating database fields, and cycling servers. This individual will document notes, activities, resolutions, and knowledge articles throughout the investigation lifecycle. They will prioritize tasks based on severity and urgency, balancing client and business needs, while collaborating across teams to ensure issues are addressed by the appropriate stakeholders.

Beyond handling service requests from our clients, this role is also responsible for driving knowledge across the team. They often are the drivers in building Solution Specific training for our new associates as they join the team while ensuring the content is up to date. Architects are required to identify common issues impacted across the client base and implement mitigation strategies following the current problem management process. This role will interact directly with our product engineering teams to identify product gaps and help with mitigation.  Additionally, this role is responsible to help drive organizational projects as it relates to support processes and product efficiencies.

Basic Qualifications:
•    Minimum of 8 years of combined education and relevant work experience
•    Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, Software Engineering, or a related field, or equivalent work experience

Preferred Qualifications:
•    Familiarity with US Healthcare, specifically in patient intake workflows
•    Experience with SQL
•    Proficiency in Java programming
•    Previous customer service experience
•    Experience with IT troubleshooting and code diagnostics

Responsibilities:

•    Perform more complex troubleshooting investigations, reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally.
•    Perform more complex troubleshooting investigations via back-end methods by capturing log files, querying tables, updating database fields, and updating/cycling servers.
•    Prioritize the work of self and others based on severity and urgency and balancing client and business needs in complex situations.
•    Collaborate across teams and organizations to ensure complex issues are addressed by the appropriate individuals.
•    Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation

Expectations:
•    Willingness to work flexible hours, including on-call rotations, as needed
•    Adherence to corporate and organizational security policies and procedures, ensuring the protection of corporate and client assets
•    Proactive in reporting and preventing any security compromises within your role