Job Description

The Lead Change Implementation Analyst role is a tenured support job in Support Services, Global Services organization. This role is responsible to perform complex solution-related service request configuration for application maintenance. This person will perform scope assessment by gathering information, using application tools for configuring the system including large-scale configurations with efficiency tools. They will apply and execute the change management processes, communicating and shadowing end users, and testing workflows for accuracy of configuration. They will also perform in-depth level consultation on solution best practices and standards of build across multiple solutions. This resource is a contractually committed, client facing function to deliver a fixed fee agreement with service level requirements. If the service level requirements are not met, we will pay a portion of revenue back to the client and additionally be at risk of client being able to opt out of contract, both resulting in reduced revenue. This position will need extensive knowledge in the Charge Services.

Responsibilities

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, support entitlements and validation, electronic support troubleshooting and product availability. Handle open service requests that are dispatched, implement fixes, analyze the 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.

Basic Qualifications

4-8 years total combined related work experience and completed higher education

Receipt of the appropriate government security clearance card applicable for your position

Due to the client contract, you will be assigned, this position requires you to be a U.S. citizen

Preferred Qualifications

At least 1 year of clinical or customer service experience

At least 4 years of Charge Services background

Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. 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. Bachelors degree, 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.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer