Oracle Fusion Cloud ERP Technical Consultant

Job Summary
As a Senior Support Analyst Oracle Fusion ERP you will deliver high-quality functional customer service and technical support for Oracle Fusion ERP modules. Drawing on your hands-on implementation and support experience you will troubleshoot document and resolve complex customer issues while enabling knowledge sharing across the team. Your exceptional analytical technical and stakeholder engagement skills will directly enhance customer satisfaction and operational excellence.

Key Responsibilities

• Engage business partners to gather requirements and translate functional needs into specifications for Oracle Fusion ERP solutions.
• Provide exceptional customer service by diagnosing replicating troubleshooting and resolving sophisticated and critical service incidents.
• Ensure complete ownership and follow-through on customer issues driving them to full resolution and delivering a high-quality support experience.
• Consult with management on addressing and resolving critical customer situations.
• Create document and review knowledge articles to capture and share key learnings.
• Deliver formal and informal training sessions for knowledge sharing within the team.
• Stay abreast of Oracle ERP advancements best practices and continuous improvement opportunities to drive optimal solutions for customers.
• Foster a collaborative team environment by contributing to continuous knowledge transfer and team improvement initiatives.

Qualifications & Skills

Mandatory:

• Bachelors degree (BE BTech MCA) or equivalent.
• Minimum 5 years experience in implementation support or upgrade projects with at least one full implementation of SaaS ERP Finance modules (e.g. AR AP Revenue Management Collections Expenses).
• Hands-on proficiency in SQL and at least one Fusion technology such as FBDI or reporting tools (Fusion BIP/OTBI/FRS).
• Demonstrated experience in at least three of the following areas: SQL & PLSQL HDL Extract BI Publisher OTBI Conversion Security Approvals Integrations CS/Webservices AI.
• Analytical mindset and strong problem-solving ability.
• Able to relate product functionality to customer business processes to offer effective solution advice.
• Experience in reading and deciphering log/trace files to determine problem resolutions.
• Experience working with L1/L2/L3 support or equivalent for ERP applications.
• Able to conduct functional testing per business requirements and create suitable test scripts.
• Skilled in direct user interaction for troubleshooting and data analysis.
• Experience in delivering product and knowledge transfer/training sessions.

Good-to-Have:

• Excellent written and verbal communication skills; ability to facilitate stakeholders at all levels.
• Understanding of Fusion Cloud architecture setup manager and external data integration services.
• Experience with Security setup in Oracle Cloud.
• Familiarity with XML Java/J2EE/Oracle ADF SOA and Web Services.
• Strong learning orientation and demonstrated drive to stay updated on industry and product innovation.

Self-Assessment Questions

1. Do I have at least five years of hands-on experience supporting or implementing Oracle SaaS ERP modules specifically across AR AP or similar finance functions
2. Have I successfully participated in at least one full lifecycle implementation for an Oracle SaaS ERP module
3. Am I proficient in SQL and at least one Oracle Fusion reporting or integration technology (such as BIP OTBI or FRS)
4. How confident am I in analyzing and resolving complex customer issuesincluding reading log files troubleshooting and providing high-quality support across L1/L2/L3 levels
5. Can I clearly explain functional business processes to stakeholders and translate them into technical requirements or testing scenarios

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