Oracle Global Support Shared Services is seeking a Business Intelligence Lead who is passionate about solving customer problems and crafting sophisticated and effective digital engagement experiences. You will join a team that is redefining the toolset relied upon to support end-users, with an eye towards improvements such as in-product guided learning, streamlined ticketing, improved customer portal experience, and live chat. You’ll join a collaborative, high-visibility team whose work will impact Oracle Hospitality, Healthcare, State & Local, Payments, and many others. This key role provides an opportunity to work with all GCS functional areas and individuals all across the globe. Apply today!

The Business Intelligence Analyst – Oracle Global Support Shared Services (GSSS) will be an integral player in the Global Support Infrastructure team; who work together to solve the difficult and critical problems that our business faces and also develop process and frameworks to manage the day to day business. This highly skilled and self-directed candidate will apply business experience while leading and managing projects in compliance with Oracle policies. 

If you are an enthusiastic and experienced business intelligence analyst, looking for a fresh challenge then why not apply?

Day-to-day you will:

• Own and manage the OBIEE/OAC instance for Global Support Shared Services group 
• Be the Global Customer Care Services BI subject matter expert supporting support agents, support leadership, infrastructure, and business operations
• Understand complex data to develop and maintain valuable OBIEE, and Excel based reports that drive business insights Customer Services Leadership
• Consolidate multiple BI/OAC datasets into central Oracle BI reports and analyses
• Guide the ongoing transition planning for the data model, DB infrastructure, and OBIEE to Oracle Analytics Cloud
• Create and Develop reports and dahboards to improve operational efficiency, consistency, and compliance in support of the organization’s financial and tactical business objectives.
• Partner with various analytics teams for third party tools across multiple digital channels - telephony, live chat, web, chatbot
• Partner with Business Operations Director and Workforce Management Director to determine timing and magnitude of headcount investments across various orgs
• Partner with the engineering, product management, finance, and HR for data analysis.
• Assist in the development of monthly, quarterly and annual reports to derive headcount targets and monitor to those targets.
• Track, analyze and report on progress and advise to management in the areas of operations and resource management
• Drive policies and procedures that monitor and support the organization’s operational and business objectives.
• Develop scenario-based models to facilitate changes in strategic direction for our dynamic and fast paced environment
• Influence partner teams without direct authority to ensure business needs and goals are met.
• Challenge requirements and business requests relating to reporting where necessary

 

What we love to see from you:

• OBIEE 11g/ 12c / Oracle Analytics Cloud Business Intelligence Admin Qualification
• 5+ years Project Management, Strategic Planning, or business process management experience
• Familiarity with data warehousing, dimensional data models, and product hierarchies
• Comfort working with leadership on conflicting perspectives and generating consensus
• Experience building and changing business processes
• Proven ability to prioritize, plan, delegate, motivate, and communicate with a team
• Past project work involving business intelligence, financial reporting, and data analysis
• Proven track record of being able to compile complex analyses relating to financial metrics
• Capacity to multi-task and prioritize effectively, working extremely well under pressure
• Knowledge of basic SQL and DB design
• Demonstrated ability to self-motivate, establish strong working relationships, utilize resources within cross-functional matrixed teams, and be flexible within a fast-paced and changing environment job
• Detail oriented with the ability to maintain big picture perspective
• Result oriented.  Ability to translate ideas into operational steps and follow through to closure.
• Takes initiative to achieve value added results and ability to track the progress of multiple inquires and tasks effectively.
• Ability to stay organized, prioritize objectives in a dynamic and challenging environment.
• Excellent analytic skills, attention to detail. Ability to turn data into Insights.
• Ability to thrive in an environment with ambiguity and change.
• Demonstrated ability to work well in cross-functional teams.
• Self-directed, proactive with ability to multi-task.
• Energetic and positive attitude in the face of stress.
• Stellar verbal and written communication skills.

Provides programs to improve operational efficiency, consistency, and compliance in support of the organization*s financial and tactical business objectives. Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.

Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing. Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives. Provide updates to management regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and/or deals. Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance. Drive implementation of new processes and procedures.

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. Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors/omissions corrected. For this, relationship management skills strongly desired. Strong written and verbal communication skills. 8 plus years relevant work experience.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).