Support Engineer

Position Summary

The role of the Support Engineer, Oracle Supply Chain Management is to provide exceptional remote-based support for mission-critical Oracle eBusiness Suite SCM modules as part of our global Application Managed Services support team.

Essential Duties & Responsibilities

• Responsible for Operations support for SCM modules, including Month-End Close, Year-End Close activities.
• Responsible to develop ad-hoc SQL queries & analyze medium complexity data sets in response to Customer needs.
• Support ITSM activities, work on Incident Requests, Service Requests, Change Requests and Root Cause Analysis / Problems
• Provide new or modified application configuration to resolve incidents.
• Provide support for Integration testing, User Acceptance Testing during Release cycles.
• Replicate reported issues as needed for troubleshooting.
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.
• Collaborate with team members in a virtual team environment to extend field experience to different client situations.
• Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting.
• Advise end users and junior coworkers on application functionality and capabilities.

Experience

• 5+ years of Oracle eBusiness Suite experience in SCM, PO, INV is mandatory.
• Exposure to any of the following modules is desirable – Discrete Mfg / EAM.
• Strong Experience of providing operations and maintenance support to clients on Oracle EBS 11i (desired) & R12 is mandatory.
• Experience of analyzing and resolving production issues and performing Root Cause Analysis is mandatory.
• Ability to write basic PL/SQL queries to debug is essential.
• Ability to develop test scenarios, support unit testing and user acceptance testing.
• Experience of creating functional specification (BR.100) and test scripts documents (TE.40) for custom objects
• Implementation experience would be an advantage but it not mandatory.
• Experience with localizations and global implementations would be an advantage.

Skills

• Good communication skills, both written & verbal with ability independently handle conversations with client business users.
• Good analytical & trouble shooting skills and tenacity in problem solving.
• Should be an excellent team player.
• Ability to analyze & resolve medium complexity cases independently.
• Should be process oriented.
• Should have a customer centric approach towards any tasks assigned with ability to build strong working relationships with client stakeholders.

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