Lead Solution Analyst

As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues.In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is semi-routine in nature. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.Prior working knowledge of or the desire to quickly learn about Oracle products. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. An ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. Candidate must have at least 4 years total combined related work experience and completed higher education. 

Career Level - IC0

Qualifications:

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 $18.13 to $34.66 per hour; from $37,700 to $72,100 per annum.

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.

Responsibilities:

As a Lead Solution Analyst, you will be responsible for supporting Oracle Health’s internal and external clients by providing outstanding customer service and basic technical support in a call-based environment.  You will be responsible for serving as the first line to investigate and resolve client problems received through phone, ticket or other electronic means, triaging and escalating issues by using applicable monitoring and troubleshooting tools, and performing routine, preapproved changes to client domains.  You will also be responsible for troubleshooting investigations, reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally, performing troubleshooting investigations via backend methods by capturing log files, querying tables, updating database fields, and updating/cycling servers.

Much of your time will be spent investigating service requests, resolving client incidents and maintaining applications. As you work with Oracle Cerner technologies, you prioritize and plan issue resolutions both independently and in a collaborative and fast-paced team environment. You will work directly with clients, so strong communication and customer service skills are needed. You will also be responsible for adhering to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements. Additionally, as a lead analyst, you will have responsibilities for creating knowledge base articles, controlled process documentation, and supporting your peers.

Salary : $18 - $35