Principal Fusion ERP Expert

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 expert 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 ERP Cloud.
3. Assisting customers to maximize the stability availability and performance of their critical business systems.
4. The job is based in Hong Kong.

5. Assisting global delivery manager on Hong Kong GDSA team management.

Career Level - IC4

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 Fusion ERP Cloud.
2. Providing Assistance to service delivery team in critical situation as requested.
3. Tasks include daily service support financial modulemaintenance 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 Oracles 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 equivalent experience required
2. Minimum 10 years IT experiences at least 8-year solid experience in supporting Ebiz and 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 Fusion ERP cloud experience in EBiz R12 is definitely an advantage.
5. Experienced in the implementation and development of Oracle Fusion ERP including Fusion Cloud financial module implementation and data integration.
6. Strong PL/SQL and Integration develop skills is an additional advantage
7. Fluent in English and Cantonese plus advantage with Mandarin speaking
8. Proven team and people management experience
   
   PERSONAL SPECIFICATION
9. Proven success of working on own initiative and managing client/end users expectations
10. Strong troubleshooting skill
11. Excellent problem solving and analytical skills
12. Ability to work under pressure in escalated situations
13. Independent working capability
14. Excellent written and verbal communication skills
15. Self motivated and resourceful
16. Teamwork is essential
17. Ability to work as a team player as well as on own initiative
18. Good presentation skills

Oracle Certified Professional qualification is definitely an advantage.