Managed Services Functional Support Analyst
Candidate can work from any location in LATAM, US or Canada timezones
Candidate must speak Spanish or Portuguese
This position involves the provision of functional support to managed services customers for Oracle Cloud, with emphasis on the Core HCM, Oracle Recruiting Cloud, Journeys, Benefits, and an understanding of Oracle Cloud HCM Security Roles. The role is predominantly remote though it may involve occasional visit to internal offices and client sites. To succeed within this role, it is imperative that candidate must have the following attributes:
Excellent Communication skills (Written and Oral) with good attention to detail, with the ability to communicate at all levels.
Innate ability to develop strong relationships.
Team player with demonstrable ownership of issues and ability to escalate when necessary
Ability to operate successfully in a multi-tasked environment, with periods of pressure
Flexibility when it comes to supporting new technologies.
End-to-end support of Oracle customers through Incident, Problem and Change management.
Ad hoc project requirements (providing estimates and implementing changes)
Providing advice and guidance to customers verbally or in writing on a timely basis, according to defined SLAs.
Maintain a record of all communication and actions in JSM and other time tracking applications
Identify and manage risks to the customer and/or escalate to SDM
Provide technical input to client reviews
Maintain and develop technical knowledge and skills
Assist in functional pre-sales and support transitions
Provide support on a 24x7 basis via shift rotation
Evaluate and promote new technologies and enhancements
Attend daily status calls to give update of daily work
Work on the tasks and coordinate with business users whenever needed
Support business users with queries and work on enhancements
Essential Skills and Experience
Minimum of two or more end-to-end implementations of Oracle Cloud that included Core HR, Onboarding, Workforce, Absence, Recruiting Cloud, Benefits and experience utilizing Journeys.
Should know the integration touch points between different modules and be able to coordinate and collaborate effectively.
An excellent communicator with the ability to explain functional or technical concepts to a varied audience.
Ability to work under pressure and to manage multiple high priority issues.
Experience and understanding of Oracle Cloud HCM with emphasis on Security Roles, Core HCM, Oracle Recruiting Cloud, Journeys, and Benefits.
Certification on Oracle Cloud would be an added advantage.