Technical Analyst, Strategic Initiatives
Oracle
Brno, Czech Rep
před 4 dny
Technical Analyst, Strategic Initiatives-180010A4

Preferred Qualifications

Summary:

Company Overview

With more than 420,000 customers—including 100 of the Fortune 100—and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems.

NetSuite GBU Overview

On November 7, 2016 Oracle's acquisition of NetSuite became official, bringing together the reach of NetSuite's cloud ERP solutions for small to midsize businesses with the breadth and depth of Oracle's enterprise-grade cloud solutions for the back and front office. In 1998, NetSuite pioneered the Cloud Computing revolution, establishing the world’s first company dedicated to delivering business applications over the Internet. Today, Oracle NetSuite provides a suite of cloud-based financials / Enterprise Resource Planning (ERP) and omnichannel commerce software that runs the business of more than 30,000 companies, organizations, and subsidiaries in more than 100 countries.

Group Overview

This position is part of the Strategic initiatives team within NetSuite GBU, which is focused on developing and rolling out NetSuite’s go-to-market offering and approach globally, referred to as SuiteSuccess (SS).

We are looking for smart, motivated professionals to join the LastMileSupport team within the Strategic Initiatives team at Oracle | NetSuite as Product experts that provide ultimate tier of support for escalations. The focus of this team is to be the primary liaison with NetSuite Customer support team; resolve issues escalated by support, provide them artefacts and training.

You will be responsible to resolve issues escalated by customer support. You will also be responsible for Creation and upkeep of knowledge base that can be utilized by NetSuite Customers and internal teams as self service for troubleshooting. You will be expected to gain expertise in any new edition being launched, understand how to identify and resolve defects during prior testing cycles. You will work closely with the various branches of SuiteSuccess Team (Solution Management, Build, QA team) to provide inputs for the SS roadmap and enablement plans.

Why join

Successful Technical Support Analyst advance in their technical, communication and management skills to gain their designation as an Oracle NetSuite SMEs.This advancement opens doors for more opportunities to more than 30+ areas of specializations and career advancement.

Responsibilities:

  • Troubleshoot complex issues with SuiteSuccess escalated by Customer Support team in a timely manner within the given SLA.
  • Manage critical customer issues and facilitate communication between customer support and SS Development for any escalations that cannot be resolved internally.
  • Create and maintain knowledge base on SuiteSuccess that enable self service support for Customers and internal teams (FAQs, Help article, tips etc.)
  • Contribute ideas and feedback to Product Management and Platform groups on ways to improve the product/solution based on customer feedbacks. Recommend corrective approach to resolve existing defects
  • Investigate technical issues and coordinated bug fix releases including testing and documentation.
  • Skills and Expertise:

    ·3+ years’ experience in NetSuite or any other ERP/CRM/Commerce functional or technical consulting/support services

    ·Basic understanding and familiarity of JavaScripting, MVC (Model-View-Controller) design pattern (Preferred).

    ·Basic understanding and familiarity with REST-fuI JSON web services (Preferred).

    ·Functional accounting background is a plus

    ·Experience with NetSuite ERP, SuiteCommerce and SuiteCommerce Advanced platform. (Preferred).

    ·Experience with Agile delivery principles a plus.

    ·High level of comfort with ambiguity; ability to structure unstructured problems and resolve quickly.

    ·Possess excellent verbal and written communication skills.

    ·Experience in testing and documentation (Preferred)

    ·Bachelors’ degree preferably in Business, Accounting, Computer Science, Software Development or equivalent


    Please disregard the below section "Detailed Description and Job Requirements"

    Detailed Description and Job Requirements

    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 Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

    Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

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

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