Technical Analyst 3 - support

Support Role

Mandatory: Bachelor's degree (BE, BTech, MCA) or MBA in Finance. Minimum 5 years of experience in implementation, support, or upgrade projects with at least 1 implementation experience on SaaS PPM - Projects Foundation, Project Management, Costing, Planning, Billing, Contract and Grants. Deep functional understanding of financial processes and ERP PPM solution areas. Strong analytical and problem-solving skills. Ability to thrive in a fast-paced, dynamic environment with minimal supervision. Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or have equivalent knowledge. Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios. Should have the ability to read and decipher software log and trace files, as well as the ability to act upon the finding to determine a problem resolution. Work with users to troubleshoot and resolve issues, answers business questions provides data analysis. Should be able to understand the business process flow and perform functional testing as per the business requirement with appropriate test scripts. Conduct training and knowledge sharing sessions. Good-to-Have: Excellent communication and interaction skills, including stakeholder and team facilitation. Knowledge of Fusion Cloud architecture, setup manager, and activities. Knowledge of FBDI and OTBI reports development. Knowledge of external data integration services to load data into Oracle Fusion Applications from external sources, such as legacy systems and third-party applications. Knowledge on US tax requirements. Knowledge of security setup would be an added advantage. Basic experience in one of the following areas is seen as an advantage: SQL, BI, OTBI, Redwood. Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis. Demonstrated experience in managed services that include client relationship management, offshore delivery management, project/program management, contribution to business & revenue growth, significant contributions in the area of successful delivery of KPIs to the customer.

Responsibilities

1. Incident Management Troubleshoot and resolve application issues: Address user tickets, triage issues, and provide solutions for both functional and technical problems. Prioritize and escalate: Identify business-critical issues that require urgent attention or Oracle escalation. 2. End-User Support & Enablement Respond to user queries: Answer "how to" questions, guide on navigation, and help interpret application results and configurations. Conduct training and knowledge sharing: Provide onboarding, refresher, and update training to business users. 3. Configuration & Administration Assist with configuration: Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc.), often in production and preview environments. Support minor changes and regression tests during quarterly updates. 4. Service Request (SR) Management Log and manage Service Requests (SRs) with Oracle: Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution. Monitor patch and bug progress and keep business updated. 5. Release & Patch Readiness Analyze and communicate impact of quarterly updates: Review "What's New" documents, pretest updates in sandboxes, and advise the business of changes or risks. Regressions/UAT testing: Coordinate or perform user acceptance and regression testing after updates. 6. Integration & Data Flow Support Monitor and support integrations: Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS. Coordinate with IT or integration partners as needed. 7. Documentation & Knowledge Base Maintain up-to-date support documentation: Update FAQs, quick guides, and process manuals for evolving system and business processes. 8. Customer Experience Advocate for user satisfaction: Act as the voice of the user when working with Oracle or internal IT, collect feedback, and recommend enhancements when recurring pain points are identified. 9. Compliance & Best Practice Ensure data privacy and compliance: Follow all Oracle and customer organization data handling and privacy requirements. Promote SaaS best practices (e.g., configure > extend > customize) and minimize system customizations.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States. 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.