Senior Oracle Cloud Technical Support Consultant

Role Overview :

We are seeking an experienced Oracle Cloud Technical Support Analyst who will deliver comprehensive technical support and integrations to our US-based clients during their working hours. The role demands flexibility, excellent communication skills, and effective coordination across different US time zones, managing a significant time difference (approximately 9.5 to 12.5 hours) from India.

Key Responsibilities :

- Provide daily technical support and quality assurance to diverse customers, ensuring high customer satisfaction.

- Develop, design, and support integrations between Oracle Integration Cloud (OIC) and Oracle ERP Cloud, including REST/SOAP services and FBDI file uploads.

- Extract and manage Oracle ERP Cloud data using BI Publisher reports, OTBI reports, and analytics.

- Develop customizations using Visual Builder Cloud Service (VBCS), Application Development Framework (ADF), and Process Cloud Service (PCS) within Oracle Integration Cloud.

- Provide technical support for Oracle ERP Cloud modules, integrations, and customizations utilizing OIC, VBCS, and Process Builder.

- Document and analyze business requirements related to IT incidents and change requests.

- Create and manage detailed technical specifications and software documentation.

- Contribute to optimizing business processes through negotiation, consensus-building, and effective communication.

- Ensure ERP project initiatives adhere to defined planning, scheduling, and management processes.

- Effectively manage change deliveries, meet business expectations, and achieve internal customer satisfaction.

- Conduct analysis, design, testing, implementation, and post-implementation support, following prescribed software design lifecycle and documentation methodologies (AIMS/OUM).

- Directly liaise with clients to manage the design, prioritization, and completion of change requests.

- Assist in onboarding clients into support following cloud implementations or migrations from competitors.

- Identify persistent issues and coordinate with stakeholders to implement permanent solutions.

- Support Oracle Cloud Quarterly Releases, including impact assessments, testing, and defect resolutions.

- Create test plans, manage testing processes, and coordinate effectively with multiple stakeholders.

Required Qualifications :

- Minimum of 7 years experience as a Technical Support Analyst or a similar role.

- Extensive experience with Oracle ERP Cloud and Oracle Integration Cloud.

- Proven track record delivering Oracle ERP and HCM integrations using Oracle Integration Cloud.

- Strong expertise in Oracle Platform as a Service (PaaS) products, including OIC, VBCS, PCS/OPA, ATP.

- Demonstrated proficiency building integrations in OIC via REST/SOAP Services and FBDI file management.

- Comprehensive knowledge of Oracle ERP financial and procurement interface tables.

- Hands-on experience with XSLT transformations, SOAP/REST Web Services, and data migration techniques.

- Strong reporting skills utilizing Oracle Transactional Business Intelligence (OTBI) and BI Publisher.

- Proficiency in SQL/PLSQL, development of custom ESS jobs, and exposure via Oracle REST Data Services (ORDS).

- Hands-on experience developing, testing, and supporting integrations, web services, VBCS, and ADF components.

- Strong ability to convert business requirements into effective technical solutions.

- Familiarity with ITIL processes.

- Exceptional troubleshooting, analytical, and learning capabilities to support complex customizations.

- Excellent written and verbal communication skills, with experience using defect tracking systems for reporting and KPI monitoring.

Desirable Skills :

- Experience with Smart View and Financial Reporting Studio (FRS) reports.

- Familiarity with Business Process Management (BPM) workflows, Application Composer, OBIEE/OBIA/OAC.

- Oracle Cloud Technical Certification