Senior Support Analyst
Oracle
Total years of experience :10 years, 1 Months
Σ Provide customers with real time web-based and telephone support for Oracle PeopleSoft General ledger
product.
Σ Effectively handle mission-critical situations and customer escalations.
Σ Routinely act independently while researching and developing solutions for customer issues.
Σ Work as part of a global Oracle Applications GL Support team to provide 24x7 worldwide support.
Σ Maintaining close contact with our customers to provide excellent customer satisfaction.
Σ Work closely with Oracle Development to diagnose bugs and provide solutions to customers.
Σ Maintain an up-to-date and in-depth knowledge of new product releases.
Σ Partner Oracle Development on product improvement programs such as beta programs.
Σ Provide knowledge content for Oracle Customer Connection knowledge base.
Σ Participated in ISO audit as an internal auditor.
Maintaining product expertise in with ERP APPS team and coordination with other Departments
. Leading responsible for the successful roll out of a new ERP system or a specific project involving deployment of
new ERP modules.
Evaluate or assess the changes in the system. lead a group of ERP analysts.
Working towards, adopting and contributing to new processes and tools
Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area
Applying the future needs of the business on oracle Application.
Resolving problems and managing system errors and usability throughout the Service Request
Contributing to Knowledge Management content creation and maintenance
Participating in Root Cause/Corrective Action defined within the product area in order to further enhance the
Business experience and improve the Oracle product
Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related oracle
products.Linking with other job titles
HR Manager :help in making the full use of Human Resources application and integrating wit h other departments
and consulting for the best use of reports and functionally upon previous experience and research
Financial Manager: Help in decision making of the final code of accounts used in the finance department and full
explaining of integration with other department ex. Logistics, Administration and Human Recourse
Logistics Manager :Purchasing and inventory integration and workflow process enhancement, new processes and
functionality expenditure, integration with finance and Human Resources
Maintenance Manger :Enterprise Asset Management process integration and workflow enhancement with Logistics
and Procurement contract
Planning for implementing Oracle Apps, Gap analysis where the legacy sys was BAAN, Change
Management, Migration plan, Defined Testing scenarios, Prototype, UAT, User Training, Go Live support for
15 companies with different business activities.
ß Act as the design authority and owner for the application configuration.
ß Assist in the development of a comprehensive implementation plan.
ß Install and configure PLM solutions to support the customer s business needs.
ß Prepare documentation detailing the solution configuration.
ß Lead system reviews
ß Optimize the system configuration per feedback.
ß Develop and present follow on recommendations to help customers leverage their investment in the
Product Lifecycle Management solution.
ß Prepares weekly status reports on all project activities.
ß Ensure that project activities are providing clear value to customers