Principal/Senior Technical Analyst (HCM Cloud) – Oracle Advanced Customer Services 

• Shanghai , Beijing, Shenzhen China

 

Key Objective:

1. Working in ACS Apps Team to deliver pro-active and reactive technical support to customers, both onsite or at office.
2. Developing set of standard deliverables to customers in managing and maintaining environments.
3. Assisting customers to maximize the stability, availability and performance of their critical business systems.
4. The job can be based in Shanghai, Beijing, or Shenzhen.

 

Responsibilities:

1. Support & Maintenance on HCM Cloud products suite (such as Core HR, Pay Roll, Compensation etc.).  
2. Skills ranging from implementation assistance, troubleshooting, functional design, schema optimization, support on month-end closing, knowledge transfer, pre-sales assistance, SR follow-up, pro-active software advice. 
3. Working effectively as HCM cloud expert to deliver high quality service to customers, at all levels, to ensure customer satisfaction with Oracle's products and support organization. 
4. Respond and resolve service requests within Key Performance Indicator (KPI) targets. 
5. Develop high quality deliverables and methods to promote efficient service delivery.
6. Research and respond to technical enquiries from customers. 
7. Maintain an up-to-date and in-depth knowledge of new products released in the market.
8. Maintain product expertise within own area of specialization.
9. Contribute continuous development to the team.

 

Qualifications

1. B.A./B.S. in a technical field or equivalent experience required.
2. At least 6 years solid, technical, and hands-on experience in HCM Support or Implementation.
3. The ideal candidate will have extensive knowledge in some or all of the following:
   1. 1. Global Human Resources 
      2. Payroll
      3. Time and Labor
      4. Compensation
      5. BI Publisher
4. Be familiar with application in HCM standard API. Can design solution on integration between HCM and Other systems.
5. Previous experience in flexible configuration HCM product.
6. Knowledge of base tables relationship, Oracle SQL/PLSQL, report develop tool like OTBI and BI publisher.
7. Fluent in English and Mandarin is essential.

 

PERSONAL SPECIFICATION 

1. Proven success of working on own initiative and managing client/end users expectations
2. Excellent verbal and written communication skills.
3. Ability to prioritize work and estimates time for task completion.
4. Able to handle multiplel tasks at a given time.
5. Solid customer facing experience.
6. Ability to work under pressure in escalated situations.
7. Independent working capability.
8. Self motivated and resourceful.
9. Teamwork essential.
10. Good presentation skills.
11. Willing to share knowledge and mentor other team members
12. Willingness to travel in GC as requested.

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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

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. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.