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Advanced Customer Support Engineer Hyperion

Oracle

Posted on January 9, 2019

3 - 4 years Other - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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*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 an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary
verification, professional references, education verification and professional qualifications and memberships (if applicable).
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary
verification, professional references, education verification and professional qualifications and memberships (if applicable).
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary
verification, professional references, education verification and professional qualifications and memberships (if applicable).


IT - Software Services

Engineering

Desired Candidate Profile

*
Description
The ACS Hyperion engineer, will work as a
Functional consultant on Oracle Hyperion products suite. The candidate should
have a solid understanding of basic business concepts and practices in the area
of Enterprise Performance Management, Budgeting, Planning and Financial
Consolidation. An implementation experience in complex to medium complexity
environment is required. He or She should be able to operate independently to
provide quality work products, and perform varied and complex duties and tasks
that need independent judgment.
The products suite expected to be covered
are EPM Hyperion Essbase, Planning and HFM, FDMEE Applications. EPM Cloud
products knowledge / experience is an asset.
Responsibilities
Works
with the client to understand requirements, functionality and business
processes
Translate
customer requirements into deliverable products and services
Provide
functional assessment of implemented solutions, with recommendations for
enhanced processes, best usage of Oracle
applications features and better performance results
Develops
test plans, procedures and running the tests accordingly
Support
Oracle EPM Hyperion products and services in line with the contractual
agreement
Works
with support to resolve Customers SRs.
Troubleshoots
and resolves simple to highly complex functional, performance issues related to
EPM Hyperion products.
Works
with various functions within Oracle to ensure RCA is complete and SLAs are
met.
Conduct knowledge
transfer sessions both within the Oracle team and to end users.
Work closely with the
technical team and delivery leaders to provide engagements work estimates and
drive excellence in functional work.
Ensures
that new services are appropriately captured and put in ACS corporate
repository
Proactively
maintains knowledge of Oracle's current and future products/solutions offerings
for the specified EPM / Hyperion Cloud area.
Technical
Qualifications
At least 5-8 years of experience working with
Essbase, Hyperion planning, HFM, FDMEE systems as a functional consultant.
3 years of experience and good knowledge in
designing, building, optimizing, integrating and automating EPM solutions
working on different Oracle EPM applications.
Experience and good understanding of Finance,
Accounting, Budgeting and Forecasting processes, GL systems, consolidation and
reporting is required.
Expert knowledge of Hyperion Planning (business
rules, integration, etc.)
Working experience with Planning Budgeting,
Workforce, OPEX and CAPEX.
Familiar with the functionality of ODI, EPM
Automate, and other ETL tools.
Knowledge of other Oracle Hyperion integration
tools like DRM is an advantage.
Advanced knowledge of relational databases
Oracle, SQL server and data modeling.
Good working experience in SmartView, MS Office
Suite.
Other Qualifications:
Strong English written/verbal communications
Self-motivated individual who works well in a team
environment.
Willing to work in shifts & weekends as
required.
Willing to travel in the region (MEA) and work out
of client locations.
Willing to provide on-call support on a 24/7 basis
when needed.
Experience in working as part of Global/ Matrixed/
Remote teams.
Self-driven, ability to work under minimal
supervision.
Excellent Analytical skills.
Experience :
6 years of overall experience in relevant functional roles.

Keywords

Troubleshooting Data Modeling Hyperion Planning Customer Support Computer Science Performance Management Forecasting Rcainess Rules Support Services

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