Oracle Technical Support Analyst

Basic Information







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Description and Requirements

BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.
Position Description:

As support analyst you will be part of Oracle Apps technical support team, supporting Oracle Custom Apps implementation across 42 countries being supported from India. The team is combination of Oracle Apps Functional and Technical consultants supporting customer issues directly. Direct interaction with customers across the globe for issue resolutions.

Primary Roles and Responsibilities:
  • Good understanding of Oracle Quote to cash modules. 
  • Provide technical Support to customer issues on Oracle Custom modules 
  • Analyze and debug technical issues based on Oracle Forms, Reports and PL/SQL
  • Ability to understand the business processes and technical architecture for overall suite. 
  • Ability to complete work within the given timelines.
  • Familiar with ITIL framework and agile practices.
  • Willingness to work in shifts and extended hours as and when required.
  • Troubleshoots and resolves escalated tickets and communicates the solution to customers issues via the ticketing system
  • Must be able to communicate effectively, both verbally and in writing.
  • Be able to work independently with minimum supervision.
  • Identify, resolve, and/or escalate issues to leadership as and when required.

Experience/ Qualifications:
  • 5-7 years of experience in technical support
  • Good knowledge of Oracle Forms, Reports and SQL/PLSQL
  • Good understanding of Support methodology including ITIL
  • Should be able to work in rotational shifts (General and EMEA-12.30 PM and afternoon 3:00 PM)
  • Good written/verbal communication skills to be able to front-end customers
  • Strong analytical & debugging skills.
Good to have:
  • Good understanding of RICE components
  • Good knowledge on Oracle Q2C track including customizations
  • Knowledge in Oracle EBS base apps (Account Receivables) will be added advantage for the position

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.