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Principal Systems Analyst - Support

Principal Systems Analyst - Support

OracleChina
30 天前
职位描述

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 Solution Support Center in Greater China to deliver proactive and reactive technical 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 eBusiness Suite.

3. Assisting customers to maximize the stability, availability and performance of their critical business systems.

4. The job is based in Shenzhen.

Qualifications

  • in a technical field or equivalent experience required
  • Minimum 15 years IT experiences, at least10+ year solid experience in supporting Ebiz Finance or Manufacturing modules
  • Mainly work in Manufacturing modules; With HR module experience will be an additional advantage.
  • Solid experience and deep knowledge of EBiz R12 is definitely an advantage
  • Proven experience of Oracle eBusiness Suite DBA including System Administration in Oracle Applications on R12, and 11i is definitely an advantage
  • Oracle eBusiness Suite Architecture including good understanding of technology stack
  • Strong UNIX skills is an additional advantage, preferably Linux, additional NT / Win2K skills useful.
  • Fluent in English and Mandarin, plus advantage with Cantonese speaking
  • Proven experience in Oracle Fusion ERP is definitely an advantage.

PERSONAL SPECIFICATION

1. Proven success of working on own initiative and managing client / end users expectations

2. Strong troubleshooting skill

3. Excellent problem solving and analytical skills

4. Ability to work under pressure in escalated situations

6. Independent working capability

7. Excellent written and verbal communication skills

8. Self motivated and resourceful

9. Team work essential

10. Ability to work as a team player as well as on own initiative

11. Good presentation skills

12. Willingness to travel in GC as requested

13. Oracle Certified Professional qualification an advantage.

14. Cantonese speaking is definitely an advantage

Responsibilities displayed in the job posting

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 :

  • Proactively working with ACS customers to ensure their successful deployment of Oracle eBusiness Suite
  • Providing Assistance to service delivery team in critical situation as requested.
  • Tasks ranging from daily Apps Support, Apps Upgrade, performance review, patch analysis, and SR reviews.
  • Forming effective professional relationships with Oracle Service Delivery Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.
  • Respond and resolve service requests within Key Performance Indicator targets
  • Developing high quality, standard deliverables and methods to promote efficient service delivery
  • Researching and responding to technical enquiries from customers
  • Maintaining an up-to-date and in-depth knowledge of new products released in the market.
  • Maintaining product expertise within own area of specialization

    • 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.