at Oracle in Springfield, Illinois, United States
Job Description
Job Description
Position Overview:
Position is for Field Service Cloud professional preferably with implementation and support experience.
Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each issue reported by customer.
Career Level – IC4
Responsibilities
Job Responsibilities:
The main role of a Support engineer is to troubleshoot and resolve highly complex Functional problems. The key skills put to use on a daily basis are – high level of Functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.
Education & Experience:
Bachelors /Masters degree or equivalent experience preferred. Other qualifications with adequate experience may be considered.
Minimum 6 years of implementation and support working experience.
Functional/Technical Knowledge & Skills:
Must have good understanding of the following with Field Service Cloud capabilities:
We are looking for a techno-functional person who has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge.
We expect candidate to have:
+ Strong Field Service Cloud knowledge and concepts.
+ Implementation/Support experience on Field Service Cloud modules/Features like Capacity, Collaboration, Core Manage, Customer Communication, Forecasting, Mobility, Routing, Smart Location etc.
+ Implementation/Support experience on Field Service Cloud Technologies like in Java, C#, .Net, HTML5 , PHP and CSS.
+ Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios using Commerce Cloud.
+ Technically good Skills in knockout.js, java script, html, CSS, node.js , Rest APIs, Json, Postman.
+ Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios using Commerce Cloud.
+ Strong problem solving skills.
+ Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.
+ Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.
+ Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams often.
+ Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.
+ High flexibility so you remain agile in a fast changing business and organizational environment.
+ Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.
+ Ability to travel up to 25%
Personal Attributes:
+ Self-driven and result oriented
+ Strong problem solving/analytical skills
+ Strong customer support and relation skills
+ Effective communication (verbal and written)
+ Focus on relationships (internal and external)
+ Strong willingness to learn new things and share them with others
+ Influencing/negotiating
+ Team player
+ Customer focused
+ Confident and decisive
+ Values Expertise (maintaining professional expertise in own discipline)
+ Enthusiasm
+ Flexibility
+ Organizational skills
+ Values and enjoys coaching/knowledge transfer ability
+ Values and enjoys teaching technical courses
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Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range: from $37.98 to $76.06 per hour; from $79,000 to $158,200 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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Disclaimer:
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle w
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