Oracle Fusion Cloud SCM Functional Consultant

Job Summary
As a Senior Support Analyst Oracle Fusion SCM you will play a critical role in ensuring high-quality customer service and functional support for Oracle Fusion Supply Chain Management (SCM) modules. You will leverage your extensive experience across implementation support and troubleshooting of SCM modules to resolve complex issues guide customers through best practices and drive continuous improvement in our service delivery.

Key Responsibilities

• Engage with business partners to gather requirements and translate needs into functional and technical specifications for Oracle Fusion SCM solutions.
• Deliver excellent customer service by managing incident tracking diagnosis replication troubleshooting and providing effective resolutions for complex and critical cases.
• Own customer issues interacting directly to ensure timely and complete resolution of each service incident.
• Collaborate with management in resolving critical customer situations and escalations.
• Lead and participate in knowledge gain and sharing initiatives through development and delivery of formal training sessions for the team.
• Create and review Knowledge Articles to ensure documentation accuracy and completeness.
• Stay current on Oracle SCM advancements recommending and driving best practices and continuous improvement initiatives.
• Foster a collaborative knowledge-sharing and high-performance team environment.

Qualifications & Skills

Mandatory:

• Bachelors degree (BE BTech MCA) or MBA
• Minimum 5 years of experience in implementation support or upgrade projects with at least 1 implementation experience on SaaS SCM (Procurement Inventory Sourcing Order Management Logistics & Shipping Manufacturing etc.)
• Primary expertise in Oracle Fusion Cloud Order Management including Order Orchestration Pricing Global Order Promising Procurement Manufacturing and Logistics & Shipping
• Strong analytical and problem-solving abilities
• Demonstrated capability to work independently in a fast-paced and dynamic environment
• Proven hands-on product/functional or technical experience; or L1/L2/L3 level support experience
• Ability to relate product functionality to business processes and provide practical implementation advice
• Competence in reading and deciphering software log and trace files for problem resolution
• Experience troubleshooting issues and performing data analysis for users
• Proficiency in understanding business process flows and conducting functional testing using test scripts
• Experience facilitating training and knowledge-sharing sessions

Good-to-Have:

• Excellent communication and interpersonal skills for effective stakeholder team and customer engagement
• Familiarity with Fusion Cloud architecture Setup Manager and related activities
• Experience in FBDI and OTBI report development
• Understanding of external data integration with Oracle Fusion Applications
• Knowledge of security setup in Fusion Cloud
• Exposure to SQL BIP OTBI or Redwood
• Strong learning orientation and up-to-date awareness of emerging business models product features and technologies
• Experience in managed services delivery including client relationship management and KPI achievement

Self-Assessment Questions
Candidates are encouraged to reflect on the following as you consider applying:

1. Have I participated in a minimum of one full lifecycle implementation of Oracle Fusion SCM modules and do I have at least five years of hands-on support implementation or upgrade experience
2. Do I have deep expertise in three or more SCM modules such as Procurement Inventory Sourcing Order Management Manufacturing Logistics or Shipping
3. Am I comfortable reading and analyzing software log and trace files to diagnose and resolve complex technical issues
4. Can I effectively relate product functionality to a business process offering actionable advice to clients or business partners
5. Do I possess the communication skills and initiative required to deliver training share knowledge and contribute to a collaborative team culture

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 testsduring 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 progressand keep business updated.

5. Release & Patch Readiness

• Analyze and communicate impact of quarterly updates:
• Review Whats 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.

8. Documentation & Knowledge Base

• Maintain up-to-date support documentation:
• Update FAQs quick guides and process manuals for evolving system and business processes.

9. 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.

10. 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.

Career Level - IC3