Principal/Senior Technical Analyst (Apps) – Advanced Customer Services (on-premise and Fusion apps)

Key Objective

1. Support EBS customers, both onsite or remote
2. Provide best practice and ongoing operational improvement advice to customers. Assist customers to maximize the stability, availability, performance of their critical application systems and meet SLA.
3. Develop sets of standard deliverables to customers in managing and maintaining environments based on Oracle EBS
4. Participate in projects
5. Support pre-sales activities when necessary
6. Cover EBS on-premise and Fusion Apps
7. Mainly support Taiwan, but have opportunities to support Hong Kong if needed (i.e. mainly remote with minimal short-term travel)

 

Responsibilities:

1. Proactively working with ACS customers to ensure their successful deployment of Oracle EBS (i.e. both on-premise and cloud), and make best use of the products
2. Provide assistance in critical situation if required
3. Tasks ranging from Apps support, Apps Upgrade, performance review, patch analysis, SR support, enhancements, business process enhancements, new feature adoption, automation, pre-sales activities.
4. Form effective professional relationships with Technical Account Manager, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization.
5. Respond and resolve service requests within Key Performance Indicator targets
6. Developing high quality, standard deliverables and methods to promote efficient service delivery
7. Research and respond to Oracle product related enquiries from customers
8. Maintain an up-to-date and in-depth knowledge of the new products released in the market
9. Maintain product expertise within own area of specialization
10. Contribute to the continuous development of the team

 

Qualifications

1. B.A./B.S. in a technical field or equivalent experience required
2. Minimum 10 years of IT experiences, at least 5 years of solid experience in providing EBS functional support to customer
3. Oracle Fusion Cloud experience is essential
4. Mainly focus on Oracle Financial and Distribution modules but learn new products if required
5. Solid experience in supporting EBS R12 and have R12 upgrade experience
6. Understand Oracle EBS Architecture including good understanding of technology stack is definitely an advantage
7. Profound customer facing experience
8. Fluent in English and Mandarin.

 

PERSONAL SPECIFICATION

1. Proven success of working on own initiative and managing client/end users expectations
2. Strong communication skill
3. Good presentation skills
4. Excellent written and verbal communication skills
5. Excellent problem solving and analytical skills
6. Willing to learn and work on different products and new technologies
7. Independent working capability
8. Ability to work under pressure in escalated situations
9. Self-motivated and resourceful
10. Team work
11. Ability to work as a team player as well as on own initiative
12. Willingness to travel in GC as requested
13. Oracle Cloud Certified Professional qualification an advantage

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.

As a Senior Systems Engineer, you will interface with the customer*s IT staff on a regular basis. Either at the client*s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should be highly experienced in some Oracle products and several platforms that are being supported. You will be expected to work with only general guidance from management while advising management on progress/status.

Job duties are varied and complex utilizing independent judgment. May have project lead role. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the highest levels of customer satisfaction is essential. A Bachelor*s degree in Computer Science, Engineering or equivalent experience is preferred with five years related experience. Experience with Oracle*s core products, applications, and tools is important.