Oracle EBS CRM functional Job Description:

As a member of the Support organization, 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 inquiries regarding the use of and solve for our Electronic Support Services. A main point of contact for customers, we are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and intensified issues.

We are responsible for managing diverse customer situations and raised issues. As a Support Analyst, you will be the Functional interface to customers and Internal Oracle Teams for resolution of problems, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products.

Expectations from the applicant/candidate:

The candidate is expected to have an in-depth understanding of the Data Model and Business process functionality and its data flow in Oracle EBS CRM domain or multiple domain(s). Operates independently to provide quality work products to an engagement. Expected to perform varied and complex duties and tasks that need independent judgment, to implement Oracle products and technology to meet customer needs. Resource would play a lead role in running Upgrade, Enhancement and Support projects for Oracle EBS customers and should have experience in working on Support and Implementation of EBS CRM. The job involves working with customers in different time zones and resource should be flexible to work in shifts including night shifts. Resource should be able to independently work on CRM Process Flows. Identify the impact of patches and determine functional and technical steps required to minimize the disruption to business report progress/status/risk/issues on Support and Development at regular basis. Lead the support team in Incident and Problem Management and come up with innovative solutions in short span of time. Understand customer requirements/user stories and implement practical solutions.  Manage the complete Enhancement pipeline and manage the scope, time and cost and delivery of all the Process Flow Improvements. Hands on knowledge and expertise on Oracle EBS R12 (Customer Relationship Management), modules. Resource should have Good knowledge of business processes and application setups and the impacts of one setups to another.

Career Level - IC4