Oracle Senior Technical Support Engineer - HCM Cloud Absence Management and Time and Labor in Helena, Montana
Position Overview: Position is for a Technical Support Professional with a functional background in Human Capital Management and extensive knowledge in Oracle Cloud Payroll. Reports to the Manager of Support. Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to drive complete and total resolution of each service incident.
Job Responsibilities: The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. NOTE: This role is an hourly one that will work EST hours of 8a-5p. Additionally, candidates will be asked to share in rotation of some weekend coverage during the quarter.
Education & Experience:
- B.S (Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered.
Functional/Technical Knowledge & Skills:
Excellent analytical and problem-solving skills.
HCM product suite experience, which may include HCM implementation or technical HCM Support experience.
Functional/Technical background in assigned product area (i.e. HCM) and exposure to associated systems and software.
Technical skills in: RDBMS, SQL , PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services
Understanding of structured SQL statements and how those are executed in the RDBMS (SQL or PL/SQL)
Ability to read and decipher software Log and Trace files, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution.
Experience in filtering and updating complex technical knowledge for use in problem resolution.
Four or more years relevant working experience (3 years’ experience working with HCM Cloud products)
Must have ability to lead customer meetings.
Must have ability to lead peer-level discussions for customer issues.
OTL functional knowledge in legislation's other than US
Knowledge in Fast Formulas and design of BI reports
Having Support / Implementation / Design experience in HCM modules
Experience in the Oracle Cloud HCM product for Absence, Time and Labor
Able to advise on best practices related to configuration and setup of the Absence, Time and Labor modules.
understanding of the integration with Human Resource, Payroll, Absence Management, and time collection devices.
Knowledge of full cycle payroll and time and labor processing
Strong analytical, problem-solving and troubleshooting skills with ability to identify problems and determine corrective actions.
Ability to prioritize work and promptly resolve or escalate when necessary
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 $31.83 to $67.93 per hour; from $66,200 to $141,300 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:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
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.
11 paid holidays
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.
Paid parental leave
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
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