As a member of the Customer Service Desk your focus is to deliver support and solutions to the customer base while serving as an advocate for customer needs. This involves resolving post Go Live non-technical customer inquiries, as well as technical inquiries regarding the use of and troubleshooting for the Oracle HCM suite of applications. You would be a main contact for the customer as you gather pertinent information from them, reproduce the issue to determine root cause, record the resolution steps and communicate the solution to the customer.

Essential Duties & Responsibilities:

• Manage support tickets from initial reporting to resolution, ensuring timely and accurate handling. Escalate complex issues as necessary.
• Identify, troubleshoot, and resolve technical problems related to Oracle cloud services.
• Research customer inquiries to provide the best solution that fits customer model.
• Provide clear and concise explanations to customers regarding technical issues and solutions via phone, email, or online meetings.
• Provide expert guidance on best practices for Oracle HCM maintenance.
• Develop and deliver training sessions to empower users and administrators.
• Conduct thorough testing and quality assurance to ensure system reliability and performance.
• Ability to create and maintain detailed documentation of customer interactions and technical solutions.
• Cross-train in all cloud applications to provide the support needed.

Required Skills/Experience:

• Bachelor’s degree in computer science, Information Technology, Human Resources, Business Administration, or a related field.
• Minimum 2 years working with Oracle HCM Cloud, either in a consulting role or end user working in a Human Resource Department.
• Proficient in Oracle HCM Cloud, with hands-on experience in core modules such as Core HR, Talent Management, and Payroll.
• Strong understanding of HCM processes and best practices.
• A strong commitment to providing exceptional customer service and satisfaction.
• Strong interpersonal skills
• Excellent communication (verbal and written) skills.
• Experience working productively in remote model.
• Must be located, and work from a location in EST time zone of the United States
• Experience working with Microsoft Office products

Desired Skills/Experience:

• Oracle HCM Cloud Certification preferred
• Knowledge of Jira Ticketing system
• Strong analytical and critical thinking skills to identify the root cause of issues.
• Ability to manage time effectively, prioritize tasks, and handle multiple issues simultaneously.
• Knowledge of global HCM processes and compliance requirements.
• Advanced skills in data analysis and reporting.
• Oracle Implementation Certifications in the ERP Platform are preferred

Application deadline 1-17-2025