Oracle Systems Analyst 4-Support in Jacksonville, Florida

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 Bachelors and Masters 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.

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'S ADVANCED CUSTOMER SUPPORT SERVICES



Senior Oracle DBA



*Responsibilities falls into fivemajor areas: *

  • Customer Affinity

o *Obtains and maintains a working knowledge of the customers covered environments and how the customer utilizes the various Oracle Products. *

  • Technical Account Management

o Works proactively with the customer to understand key customer projects, pertinent goals, and customer Key Performance Indicators, (KPI).

o Jointly develops an account plan and strategy with the Service Delivery Manager, for leveraging the acquired ACS services to achieve the desired value-based objectives.

o Perform ongoing technical account oversight and conduct periodic Account Reviews.

  • Coordination of Contracted Deliverables

o Jointly develops a Service Delivery Plan with the Service Delivery Manager, that maps key account objectives to specific contract deliverables identified with the ACS contracts.

o Manage the Delivery Plan, coordinate resource assignments, and manage Projects to drive the desired results & deliver high-value to the customer.

o Properly manage project efforts to prevent scope-creep and ensure optimal profit margin.

  • Establish Service Value Proposition

o Works collaboratively with the customer and other members of the account team to understand the Key Business Specifications, the appropriate KPI s, and the associated Payback Avenues to drive ROI for the customer.

  • Assist with Business Development

o Recognizes and solicits business opportunities within customer accounts and develops to the point where the sales organization can engage in deal pursuit.


*The specific details of theirresponsibilities and task will vary with the type of contract or contractsbeing covered. *


As a Trusted Technical Advisor ,you are expected to be an expert member of the problem-solving/avoidance teamand be highly skilled in solving extremely complex (often previously unknown),critical customer issues. Utilizing any and all ACS, GCS or ProductManagement individuals to bring positive results to the customers.


Performing the assigned dutieswith a high level of autonomy and reporting to management on customer statusand technical matters on a regular basis, you will be expected to work withvery limited guidance from management. Furthermore, the Technical ProjectLead should strive to become an individual whois sought out by customers and Oracle employees to provide expert technicaladvice.


*Demonstrates in-depthunderstanding of customers' industries and core business processes, and theirtechnical and business needs. Builds significant long-term relationships withkey customer contacts. Significant background in Professional Services, AccountManagement, Project Management, Enterprise IT Management, Customer Support,Enterprise software deployments, and substantial Business Acumen.




PMP andstandard ITIL Certification is desirable. Strong interpersonal skills,Extensive customer "face-to-face" experience at middle or executivelevels, Strong relationship building skills, Solid industryexperience/knowledge conflict management skills, time management and selfmanagement ability, expertise in large (multi-site or international projectmanagement, general IT business acumen, strong team orientation and substantialexperience in IT account management.


*Leading contributor individuallyand as a team member, providing direction and mentoring to others. Work isnon-routine and very complex, involving the application of advancedtechnical/business skills in area of specialization. Because of substantialcustomer interfacing, a demonstrated ability to work with customers on anindependent basis with exceptional communication skills, while consistentlyachieving the absolute highest levels of customer satisfaction, is required.Preferred




*Qualifications:




Minimum of a Bachelor level degree in ComputerScience, with Master's degree a plus or degrees in Engineering along withequivalence of 10-12 years related work experience. In addition, experiencewith Oracle's products suite. Oracle skills include Oracle RDBMS (9i - 12c) ,Advanced DataGuard, Exadata/ODA/ZRDLA, GoldenGate, Real Applications Clusters/CRS,Oracle Enterprise Manager (OEM), partitioning. Big Data and Hadoop are a plus.


Position shall require travel tocustomer sites at a minimum of four times per year. The Technical Lead providesboth remote and onsite support services to customers. The goal is toestablish an overall end-to-end partnership with the client that fostersproactive planning, improves communications, and maximizes effectiveness andproductivity for both companies within regards to the database. The goal of theTL is to enable Solution Center is to be low volume, high touch, high value inbuilding a partnership with the customer.

- *Provide training in technology area as well as customerenvironments*

-* *Maintain affinity with customer

o* *The technical face to the customer

-* *Review of incoming work for SSC(SR, projects, on site, etc.)

o* *Negotiate SR work

o* *Determine skills requires for work

o* *Allocate work to appropriate resource (ACS, GCS, COE,etc.)

-* *Identify new opportunities

-* *Aware of resources available andassign them

-* *Knowledge of customer environmentsand systems

-* *Aware of contract requirements andACS services available.

-* *Research technical and industryrelated issues

-* *Root cause analysis of difficultproblems and their solutions

-* *Facilitate resolution of supportrequests for the customer through the utilization of SSC, ACS and GCSresources.

  • Interfacing with the SDM to help explain the situation and expedite resolution

  • Perform patch validation

  • Learn new skills to work with customer projects

  • Bring GCS, proactive and technical experts to the table

  • Hands on & on site work

*- Identify andcommunicate pertinent Oracle alerts

  • Communicate Oracle's future enhancements plans

  • Provide future direction and guidance on applicationdeployment plans

  • Perform regular status reviews of problems/issues

  • Interface with Oracle development, consulting and on-sitesupport

  • Provide enhancement management*

  • Provide education/communications on support efficiencies and Oracle Support Services

  • 24X7 capability, Some travel may be required

*- OracleApplication: Oracle OCP certified or OCM Oracle Certified Master (Desired notrequired)

  • Understand business-impact of technology problems

  • Demonstrated ability to coordinate the resolution ofescalated issues

  • A good understanding of support processes

  • Manage escalated technical situations & develop actionplans

  • Provide proactive support to benefit the customer

  • Ability to facilitate issues with Development and Support

  • The ability to perform in-depth analysis*

  • Excellent oral and written communication skills

  • Exercise good judgment with respect to the customer and Oracle

  • Strong team player

  • Self-starter, innovative, resourceful, and results oriented

*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, professional references, education verification and professional qualifications and memberships (if applicable).

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.


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Job: *Support

Organization: *Oracle

Title: Systems Analyst 4-Support

Location: United States

Requisition ID: 17001FFI

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