Senior Technical Analyst

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.


Responsibilities

Senior Support Engineer is expected to apply considerable support/development/implementation experience, a deep understanding of the underlying technologies, and knowledge of business processes and support processes to interact with a broad spectrum of people within both Oracle and the customer(s) encountering issues during beta and production phases.
You will be expected to master complex technical and functional areas and have the ability to suggest and/or create diagnostics and troubleshooting tools for the larger organization.
You will also be instrumental in helping to define/refine the future support processes and help prepare the larger support team for the big release.
You will be expected to coach, mentor, and train your peers in other organizations, interact frequently with senior management in the support and development chain and prepare and present to large and small groups on technical and functional topics.
An opportunity to work with Cloud customers.
Desired Profile

Candidate Background and experience
More than three years of implementation, support, consulting, or development experience (or equivalent) in enterprise business applications.
Exceptional diagnostic and troubleshooting ability and skilled in using industry-standard tools and techniques.
Extensive experience monitoring, tuning, and/or changing complex applications to optimize the product to perform to customer expectations.
Extensive experience with one or many aspects of Enterprise Business Application (Product knowledge, Log reading, Troubleshooting techniques, etc). Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning, and so on.
The ability and attitude to assist junior members of the team in training on new products and technologies are highly desired.
Knowledge of the Finance products of EBS is mandatory
Behavioral Skills (Required)

Ability to influence and gain cooperative relationships with a wide range of audiences ranging from executives to technical specialists.
Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience-appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations
Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what is cause and what is a symptom.
Good organizational skills. Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible. Also able to revise this plan as new data is obtained without appearing that there was no plan.
Ability to persevere in the face of obstacles and ensure customer success,
Self-starter works well unsupervised or with limited supervision.
Detail Oriented
Process orientation preferred
Technical & Analytical Skills (Required)

Well-developed troubleshooting skills, ability to analyze details and synthesize the "big picture", frequently working with incomplete or ambiguous data. Creative use of industry-standard tools to aid in the diagnostic process.
Detailed Functional and technical knowledge of more than one ERP module in any of the following Oracle Application Suites - Oracle EBusiness Suite; Peoplesoft Enterprise; JD Edwards EnterpriseOne; Siebel
Desired Technical Skills
Following technical skills are desired. In the absence of these skills, the candidate is expected to have one of the role-based Tech skills for EBS or PeopleSoft or JDE, or Siebel. It is expected that the Engineer will develop an understanding of one or more of these skills as required for the role, upon completion of post-hire training in these areas.
XML: skilled in reading/writing/validating and processing reasonably complex XML documents. Familiarity with DTDs, Namespaces, XML Schemas, XPath, and XSLT.
Object Orientation and Java literacy: Deep understanding of Object Oriented design concepts (such as inheritance) and experience in supporting/troubleshooting applications implemented in java (ability to analyze/relate to java exception messages in log files, class loading issues, a basic understanding of JVM operation). Knowledge of J2EE and EJB preferred. Past Programming or white box testing experience in Java and other web technologies is preferred.
SOAP and Web Services: A basic understanding of locating and invoking remote Web Services (UDDI, SOAP). A working understanding of WSDL, RPC/Document style web services, and WS-Security, WS-Reliability.
Service-Oriented Architecture and BPEL: Familiarity with the SOA development paradigm and the use of SOA suite components (BPEL, Enterprise Service Bus, Business Rules) to arrange/assemble discrete web services into more complex business flows.
Development framework: Experience supporting/developing/testing web applications implemented using frameworks that expose business services via a Model/View/Controller paradigm, such as Oracle ADF.