北京招聘

Job Posting Title IRC2456137

Job Title Technical Analyst 3-Support

Organization Name GCS NASC EBS (FIN)

Department Description



Brief Posting 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 Sr. 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


Oracle EBS Financials (Payables) Product Support Engineer (Dalian)



Objectives:

As a member of the Support organization, your focus is to deliver post-sales support to Oracle EBS customers. This involves resolving post-sales -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.



Job Role Responsibilities:

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction.

· Responds and interact with customers through Oracle Support Portal, phone and support tools like online-conference.

· Handles customers’ SRs (Service Request) pertaining to Oracle EBS Financials – AP

· Simulate client issues on internal instances

· Ensures compliance with Oracle’s regulations through GCS defined support policies, processes and procedures

· For critical issue, perform escalation or collaboration with various Oracle Support team across geographies e.g. Other EBS module/product support, SME/ARE, SAM, CAM or consulting/on-site where necessary to expedite resolution

· Interface with BDE and Oracle Development to jointly assist customer on bugs/patches/ER

· Be an advocate of Proactive services that steers customers towards self-help. Write, publish and maintain articles/whitepapers on EBS product.

· Customer Service oriented with a focus/passion on customer satisfaction

· Self-starter, capable of self-teaching new technology, take initiative, problem solver

· Written and verbal fluency in English is a MUST



Technical Requirement & Qualification:

Candidate should be experienced Financials- IT professional with at least 4 years of experience in development of Financials/Accounting/Auditing, Consulting or Support Services.

· knowledge of accounting principles and good understanding of Oracle EBS Financials products like Payables, Receivables, General Ledger, Fixed Asset

· Experience in Oracle Payables Accounting, familiar with data related to Invoices, Payments, Accounting, Suppliers and Tax etc. related would be advantageous

· Has extensive experience in EBS and related Technologies like SQL, PL/SQL, Oracle Reports, XML Publisher, JAVA technology and database

· Has some basic knowledge skill in Operating System: any flavor of UNIX/AIX, Linux, along with Windows.

· Able to research/troubleshoot technical and industry issues in the Oracle EBS Financials (e.g. Period Close) using FRD, Trace, TKPROF, and HTML trace files etc.

· System administration, applying patches and performing installation or upgrades experience would be an advantage

· BS/MS in Engineering/Computer Science/Management Information, related field or equivalent

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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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