Oracle Customer Success Services

As a key member of Oracle Customer Success Services, we will join an international network of experts dedicated to driving customer success through innovation and expertise. Our One Oracle approach ensures we will be part of a team delivering comprehensive, end-to-end services and solutions that accelerate the entire customer journey. Work alongside certified and experienced professionals, gaining exposure to cutting-edge technologies and methodologies, and enhancing your skills and credentials. Engage with a diverse range of customers, managing the full lifecycle of delivery and services, and ensuring each project has a tangible impact. Benefit from robust team support in a collaborative environment that prioritizes teamwork and mutual success. Join us in Oracle Customer Success Services and elevate your career with a company that values innovation, expertise, and customer-centric solutions.

Key Responsibilities

• Serve as the primary point of contact for Oracle WMS application incidents, problems, and service requests.
• Solid understanding of warehouse management processes and Oracle WMS functionalities (receiving, picking, shipping, inventory management, mobile devices, etc.).
• Manage daily operations, monitoring, and maintenance of Oracle WMS systems to ensure high availability and performance.
• Should have good knowledge in Integrations between WMS,OTMand SCM module with core skills in handling data flow In and out of WMS
• Work closely with warehouse operations and IT teams to resolve issues, implement enhancements, and support business processes.
• Strong problem-solving skill, Analyse reported incidents, determine root causes, and coordinate timely and effective resolution.
• Manage and track changes, releases, and system upgrades in accordance with organizational change management policies.
• Identify and implement proactive system improvements and automation opportunities to enhance operational efficiency.
• Collaborate with external vendors or Oracle support for escalation and advanced troubleshooting as required.

Qualifications & Skills

Mandatory:

• Bachelor's degree (BE, BTech, MCA)
• Minimum 5 years experience with at least four WMS Cloud products
• Deep functional understanding of business processes and supply chain solution areas.
• Demonstrated expertise in Supporting Cloud SCM modules
• Proficiency with at least basic report developing (BIP, OTBI).
• Strong analytical and problem-solving skills.
• Ability to thrive in a fast-paced, dynamic environment with minimal supervision.

Good-to-Have:

• Excellent communication and project management skills, including stakeholder and team facilitation.
• Experience with Service Requests (SRs), Request for Change (RFCs), and My Oracle Support.

• Troubleshoot and resolve application issues:
• Address user tickets, triage issues, and provide solutions for both functional and technical problems.
• Prioritize and escalate:
• Identify business-critical issues that require urgent attention or Oracle escalation.

• Respond to user queries:
• Answer how to questions, guide on navigation, and help interpret application results and configurations.
• Conduct training and knowledge sharing:
• Provide onboarding, refresher, and update training to business users.

• Assist with configuration:
• Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc.), often in production and preview environments.
• Support minor changes and regression tests during quarterly updates.

• Log and manage Service Requests (SRs) with Oracle:
• Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution.
• Monitor patch and bug progress and keep business updated.

• Analyze and communicate impact of quarterly updates:
• Review What's New documents, pretest updates in sandboxes, and advise the business of changes or risks.
• Regressions/UAT testing:
• Coordinate or perform user acceptance and regression testing after updates.

• Monitor and support integrations:
• Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS.
• Coordinate with IT or integration partners as needed.

• Maintain up-to-date support documentation:
• Update FAQs, quick guides, and process manuals for evolving system and business processes.

• Advocate for user satisfaction:
• Act as the voice of the user when working with Oracle or internal IT, collect feedback, and recommend enhancements when recurring pain points are identified.

• Ensure data privacy and compliance:
• Follow all Oracle and customer organization data handling and privacy requirements.
• Promote SaaS best practices (e.g., configure extend customize) and minimize system customizations.

Career Level - IC3