Technical Analyst 4-Support

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

• Lead and successfully execute a broad portfolio of functional initiatives and programs, with a primary focus on the management and coordination of Release Management strategy.
• Ensure timely handoff and transition of release responsibilities from project managers, meeting key deadlines and aligning resources to sustain operational excellence.
• Partner closely with global cross-functional teams, including GSSS and OHAI, to manage complex dependencies, capturing program requirements and optimizing the critical path.
• Proactively address and mitigate risks associated with resource transitions, ensuring consistent and high-quality product turnovers and support.
• Establish scalable frameworks for end-to-end project management, implementing best practices for process, tools, and documentation.
• Facilitate agile ceremonies such as standups and sprint planning sessions, ensuring continuous alignment with program objectives.
• Build consistent reporting and dashboards, providing insights on key program metrics and performance.
• Influence internal and external stakeholders to prioritize efforts and drive results, ensuring successful delivery of all programs.
• Perform other duties as required.

Requirements:

• 6-10 years of experience project management experience within IT
• Knowledge/experience with development product life cycle and product support processes
• Experience working with cross functional teams including development, training. release and support
• Strong Cerner/Oracle Health product knowledge strongly preferred

 

Career Level - IC4

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 in USD from $36.06 to $57.69 per hour; from: $75,000 to $120,000 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.

Responsibilities:

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

Salary : $36 - $58