Job Summary
As a Senior Support Analyst – Oracle Fusion ERP, you will deliver high-quality, functional customer service and technical support for Oracle Fusion ERP modules. Drawing on your hands-on implementation and support experience, you will troubleshoot, document, and resolve complex customer issues while enabling knowledge sharing across the team. Your exceptional analytical, technical, and stakeholder engagement skills will directly enhance customer satisfaction and operational excellence.

 

Key Responsibilities

Engage business partners to gather requirements and translate functional needs into specifications for Oracle Fusion ERP solutions.Provide exceptional customer service by diagnosing, replicating, troubleshooting, and resolving sophisticated and critical service incidents.Ensure complete ownership and follow-through on customer issues, driving them to full resolution and delivering a high-quality support experience.Consult with management on addressing and resolving critical customer situations.Create, document, and review knowledge articles to capture and share key learnings.Deliver formal and informal training sessions for knowledge sharing within the team.Stay abreast of Oracle ERP advancements, best practices, and continuous improvement opportunities to drive optimal solutions for customers.Foster a collaborative team environment by contributing to continuous knowledge transfer and team improvement initiatives.

 

Qualifications & Skills

Mandatory:

Bachelor’s degree (BE, BTech, MCA) or equivalent.Minimum 5 years’ experience in implementation, support, or upgrade projects, with at least one full implementation of SaaS ERP Finance modules (e.g., AR, AP, Revenue Management, Collections, Expenses).Hands-on proficiency in SQL and at least one Fusion technology, such as FBDI or reporting tools (Fusion BIP/OTBI/FRS).Demonstrated experience in at least three of the following areas: SQL & PLSQL, HDL, Extract, BI Publisher, OTBI, Conversion, Security, Approvals, Integrations, CS/Webservices, AI.Analytical mindset and strong problem-solving ability.Able to relate product functionality to customer business processes to offer effective solution advice.Experience in reading and deciphering log/trace files to determine problem resolutions.Experience working with L1/L2/L3 support or equivalent for ERP applications.Able to conduct functional testing per business requirements and create suitable test scripts.Skilled in direct user interaction for troubleshooting and data analysis.Experience in delivering product and knowledge transfer/training sessions.

Good-to-Have:

Excellent written and verbal communication skills; ability to facilitate stakeholders at all levels.Understanding of Fusion Cloud architecture, setup manager, and external data integration services.Experience with Security setup in Oracle Cloud.Familiarity with XML, Java/J2EE/Oracle ADF, SOA, and Web Services.Strong learning orientation and demonstrated drive to stay updated on industry and product innovation.

 

Self-Assessment Questions

Do I have at least five years of hands-on experience supporting or implementing Oracle SaaS ERP modules, specifically across AR, AP, or similar finance functions?Have I successfully participated in at least one full lifecycle implementation for an Oracle SaaS ERP module?Am I proficient in SQL and at least one Oracle Fusion reporting or integration technology (such as BIP, OTBI, or FRS)?How confident am I in analyzing and resolving complex customer issues—including reading log files, troubleshooting, and providing high-quality support across L1/L2/L3 levels?Can I clearly explain functional business processes to stakeholders and translate them into technical requirements or testing scenarios?