北京招聘

Job Title Technical Analyst 2-Support

Location China, Dalian

Organization Name Global Customer Support – JD Edwards EnterpriseOne

Department Description
JD Edwards EnterpriseOne Product Support -
The role is to troubleshoot and resolve complex JDE technical issues. The candidate is expected to deliver a Superior Customer Experience working along with Customer, Peers and Developer.
Work directly with Customers for
Advising on complex use of Oracle products
Resolving highly complex and mission-critical issues
Manage highly complex and critical customer issues
Serve as Situation Manager on highly sensitive issues
Consult with Management in directing resolution of critical Customer situations
Knowledge gain and sharing
development and delivery of formal team training sessions
formal mentoring for promoting technical and professional development of others
creation/review of Knowledge Articles
Operations Management
Analyze work load, determine best practices and implement changes to improve productivity
Proactively contribute to improve the team efficiency by sharing knowledge providing feedback about best practices, designing tools / utilities etc.
Participate and drive initiatives that
Improve overall product and documentation quality
New products/releases testing and Support Readiness
Beta programs
Customer service improvement

Note: This role may need you to work on weekends and multiple shifts on rotation basis
Brief Description
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.
Detailed Description
As a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
Job Requirements
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
Additional Details
Japanese language Skills
Previous work experience
Experience working in a Japanese company
Experience working for a Japanese customer
Business level communication in Japanese
Speaking, writing, listening and reading
Business manner in Japanese
Familiar with Attitude, protocol and culture
Desired Technical Skills:
ERP Technical Knowledge:
Technical Working knowledge for any ERP Product (JD Edwards EnterpriseOne – preferred, EBS or Peoplesoft Enterprise)
Knowledge on Installation, Upgrade, Configuration, Setups and Integration
Operating System:
For Unix:
Basic Unix command
Usage of Putty/Exceed
Basic knowledge of Shell Script
For Windows:
Basic OS commands
Create, Start and Stop services
Memory Troubleshooting
Creation and usage of O/S variables (System, Environment)
Database Related:
Starting and Stopping of Database
Good knowledge of SQL
Database and SQL Performance tuning skills
Good understanding of EM tool and Performance Management through EM
Data Warehousing Knowledge a huge plus
Application Server and Networking:
Application Web Server: Familiar with Application Server Architecture, Concepts of Clustering
Networking Concepts
Personal Attributes:
Self driven and result oriented
Strong problem solving/analytical skills
Strong customer support and relation skills
Effective communication (verbal and written)
Focus on relationships (internal and external)
Strong willingness to learn new things and share them with others
Influencing/negotiating
Team player
Customer focused
Confident and decisive
Values Expertise (maintaining professional expertise in own discipline)
Enthusiasm
Flexibility
Organizational skills
Writing technical Bulletins
Teaching technical courses
Values and enjoys coaching/knowledge transfer ability

Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. The Oracle Cloud offers a complete suite of integrated applications for Sales, Service, Marketing, Human Resources, Finance, Supply Chain and Manufacturing, plus Highly-Automated and Secure Generation 2 Infrastructure featuring the Oracle Autonomous Database.
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
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