Systems Analyst 4-Support

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.

Key Objective

1. Working within global delivery team in Hong Kong to deliver proactive and reactive technical support to these customers, both onsite or from office 
2. Developing sets of standard deliverables to customers in managing and maintaining environments based on Oracle Fusion Cloud. 
3. Assisting customers to maximize the stability, availability and performance of their critical business systems. 

4. Assit delivery manager to manage the delivery work of Hong Kong SaaS & Apps global delivery team.
5. The job is based in Hong Kong. 

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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.

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.

Responsibilities:

1. Proactively working with CSS customers to ensure their successful deployment of Oracle Fusion Cloud and Oracle AI adoption.
2. Providing Assistance to service delivery team in critical situation as requested.
3. Tasks include daily service support, financial module maintenance support, customization development, function enhancement, and financial module setup and operation training,
4. Forming effective professional relationships with Oracle Technical Account Managers, Oracle Solution team, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.
5. Respond and resolve service requests within Key Performance Indicator targets.
6. Developing high quality, standard deliverables and methods to promote efficient service delivery.
7. Researching and responding to technical enquiries from customers
8. Maintaining an up-to-date and in-depth knowledge of new products released in the market.
9. Maintaining product expertise within own area of specialization
10. Contributing to the continuous development of the team

Qualifications

1. B.A./B.S. in a technical field or Accounting or Finance or equivalent experience required
2. Minimum 10 years IT experiences, at least 8-year solid experience in supporting Fusion cloud FIN modules
3. Mainly work in FIN modules; With Manufacturing & HR modules experience will be an additional advantage.
4. Solid experience and deep knowledge of Oracle Fusion cloud, experience in Oracle EBiz R12 is definitely an advantage.
5. Experienced in the implementation and support of Fusion Cloud financial modules implementation and data integration.
6. Good understanding of AI technology and concepts, experience in AI technology adoption
7. At least 5 years team management skills and experience are required.
8. Strong PL/SQL and Integration develop skills is an additional advantage, preferably Linux
9. Fluent in English and Cantonese, plus advantage with Mandarin speaking

PERSONAL SPECIFICATION

1. Proven success of working on own initiative and managing client/end users expectations
2. Strong troubleshooting skill
3. Excellent problem solving and analytical skills
4. Ability to work under pressure in escalated situations
5. Independent working capability
6. Excellent written and verbal communication skills
7. Self motivated and resourceful
8. Teamwork is essential
9. Ability to work as a team player as well as on own initiative
10. Good presentation skills
11. Oracle Certified Professional qualification is definitely an advantage.

Career Level - IC4