Oracle Apps Technical Support Analyst - Guadalajara

Basic Information







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Description and Requirements

Job Description of Backoffice Oracle Customer Modules

Position Description:

As support analyst you will be part of Oracle Apps technical support team, supporting Oracle Custom Apps implementation across 42 countries. The team is a 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:

Oracle – Technical Support Analyst

  • Good understanding of any Oracle R12 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:
  • 3-5 years of experience in technical support
  • Good knowledge of Oracle Forms, Reports and SQL/PLSQL
  • Good understanding of Support methodology including ITIL
  • Good written/verbal English communication skills to be able to front-end customers
  • Strong analytical & debugging skills.
  • Good to have:
  • Good understanding of RICE components
  • Knowledge in Oracle EBS base apps (Account Receivables) will be added advantage for the position
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