Oracle Systems Analyst 4-Support in Burlington, Massachusetts

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.

Demonstratesin-depth understanding of customers' industries and core business processes,and their technical and business needs. Builds significant long-termrelationships with key customer contacts. Significant background in ProfessionalServices, Account Management, Project Management, Enterprise IT Management,Customer Support, Enterprise software deployments, and substantial BusinessAcumen. PMP and standard ITIL Certification is desirable. Strong interpersonalskills, Extensive customer "face-to-face" experience at middle orexecutive levels, 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.

Leadingcontributor individually and as a team member, providing direction andmentoring to others. Work is non-routine and very complex, involving theapplication of advanced technical/business skills in area of specialization.Because of substantial customer interfacing, a demonstrated ability to workwith customers on an independent basis with exceptional communication skills, whileconsistently achieving the absolute highest levels of customer satisfaction, isrequired. Preferred Qualifications: Minimum of a Bachelor level degree inComputer Science, with Master's degree a plus or degrees in Engineering alongwith equivalence of 10-12 years related work experience. In addition,experience with Oracle's products suite. Oracle RDBMS (9i-12c), GoldenGate, Advanced DataGuard, ExaData/ODA/OCM/ZDRLA, Partitioning, Real Application Cluster/CRS, Oracle Enterprise Manager, SQL Tuning/ RDBMS Tuning, SQL Plus. Big Data / Hadoop are a plus.

Position shall require travel tocustomer sites at a minimum of four times per year. The Technical Leadprovides both remote and onsite support services to customers.The goal is to establish an overall end-to-end partnership with theclient that fosters proactive planning, improves communications, and maximizeseffectiveness and productivity for both companies within regards to the database.The goal of the TL is to enable Solution Center is to be low volume, hightouch, high value in building a partnership with the customer.

  • Provide training in technology areaas well as customer environments

  • Maintainaffinity with customer

o Thetechnical face to the customer

  • Review ofincoming work for SSC (SR, projects, on site, etc.)

o NegotiateSR work

o Determineskills requires for work

o Allocatework to appropriate resource (ACS, GCS, COE, etc.)

  • Identifynew opportunities

  • Aware ofresources available and assign them

  • Knowledgeof customer environments and systems

  • Aware ofcontract requirements and ACS services available.

  • Researchtechnical and industry related issues

  • Root causeanalysis of difficult problems and their solutions

  • Facilitateresolution of support requests for the customer through the utilization ofSSC, ACS and GCS resources.

  • Interfacingwith the SDM to help explain the situation and expedite resolution

  • Performpatch validation

  • Learn newskills to work with customer projects

  • Bring GCS,proactive and technical experts to the table

  • Hands on& on site work

  • Identify and communicate pertinentOracle alerts

  • Communicate Oracle's futureenhancements plans

  • Provide future direction and guidanceon application deployment plans

  • Perform regular status reviews ofproblems/issues

  • Interface with Oracle development,consulting and on-site support

  • Provide enhancement management

  • Provide education/communications onsupport efficiencies and Oracle Support Services

  • 24X7 capability, Some travel may berequired

  • OracleApplication: Oracle OCP certified or OCM (Desired not required)

  • Understand business-impact oftechnology problems

  • Demonstrated ability to coordinatethe resolution of escalated issues

  • A good understanding of supportprocesses

  • Manage escalated technicalsituations & develop action plans

  • Provide proactive support to benefitthe customer

  • Ability to facilitate issues withDevelopment and Support

  • The ability to perform in-depthanalysisI


  • Excellentoral and written communication skills

  • Exercisegood judgment with respect to the customer and Oracle

  • Strongteam player

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

  • US CITIZENSHIP REQUIRED (Birth or Naturalized)

Job: *Support

Organization: *Oracle

Title: Systems Analyst 4-Support

Location: United States

Requisition ID: 17000H6G