Systems Analyst 2-support

Systems Analyst 2-Support-220007SW

**Applicants are required to read, write, and speak the following languages**: English, Spanish

**Preferred Qualifications**

**JOB SUMMARY**:
The Vertical Lead’s (VL) primary goal is to provide and develop technical proficiency and industry expertise within the ERP-RPM vertical.

**QUALIFICATIONS**:

- Preferably SME or SuiteGuru in RPM Vertical
- Full DDR certification is a plus
- Product knowledge is advanced-to-expert level, and good grasp of other NetSuite features, aside from their own skillset, is a plus
- Achieved at least an Excellent rating in last year’s performance review
- Passion for high performance and continuous improvement
- Self
- starter, critical thinker, innovative and team player

**KEY RESPONSIBILITIES**:

- Provide on-site/in-person technical assistance to Support Representatives on critical or complex cases
- Develop and sustain industry expertise of the vertical team through direct coaching sessions/peer reviews
- Act as the Point of Contact (POC) for critical escalations
- Assist the Training and Quality Teams in addressing knowledge/skills
- Assists with Issue Management initiatives and tasks such as facilitating supplemental trainings and reviewing defect drafts for RPM Vertical
- Work with the SME program owner in ensuring consistent development of new SMEs/SuiteGurus.
- Assign SMEs for SuiteStep sessions and New Feature Training (NFT) preparations
- Works with Product Area / Business Owners in identifying / creating / improving processes and training materials to develop/improve product knowledge

**Detailed Description and Job Requirements**

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.

As a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

**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 is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.**

**Job**: Support
**Location**: UY-UY,Uruguay-Montevideo

**Job Type**: Regular Employee Hire
**Organization**: Oracle