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Job DescriptionAs a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level two support including problem resolution within published goals using the Knowledge Base, writing product documentation, using Web Resources, Lab Testing, etc. to resolve issues.In this role, you will provide mentorship and real-time resolution on a wide variety of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support fixes, and product availability. Handle open service requests that are dispatched, implement fixes, (i.e. write SQL scripts, and document the case for customer concern), analyze the hardware or software problem, and write case notes in the tracking system. Work is semi-routine in nature. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. The position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.Prior working knowledge of or the desire to quickly learn about Oracle products. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, and Oracle products, and how they all interrelate in a customer environment. An ideal candidate will demonstrate superb communication skills, demonstrate prior abilities to be an effective great teammate, and demonstrate dedication to ensuring customer success. Associates degree. At least 1 year of related experience.ResponsibilitiesThe Change Implementation Analyst role is an entry-level support job in Support Services, Global Services organization. This role is responsible for performing solution-related service request configuration for applications As a Change Implementation Analyst, you will follow configuration work plans to configure solution functionality and components in production and non-production environments. You will gather requirements and resolve the scope of work to estimate delivery effort and delivery timeframes and apply change management processes throughout the service request life cycle. In this role, you will solve and validate configurations to ensure successful implementation in client domains and communicate effectively with clients and internal customers. Change Implementation Analysts evaluate the impact of changes within the client environments and, with support, make recommendations per Oracle Cerner standards. You will also identify potential integration points and cross-solution builds.Basic Qualifications
At least 4 years total combined related work experience and completed higher education
Receipt of the appropriate government security clearance card applicable to your position
Due to the client contract, you will be assigned, this position requires you to be a U.S. citizen
Preferred Qualifications
At least 1 year of clinical or customer service experience
Expectations
Willing to work on a flexible schedule as needed
Willing to work additional or irregular hours as needed and allowed by local regulations
Work following corporate and interpersonal security policies and procedures, understand personal role in safeguarding corporate and client assets and take appropriate action to prevent and report any compromises of security within the scope of the position
Perform other responsibilities as assigned maintenance
Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the United States onlyHiring Range: from $15.00 to $28.65 per hour; from $31,200 to $59,600 per annum.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
About UsAn Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.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 will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. Which includes being a United States Affirmative Action Employer
