Job Summary
As a Senior Support Analyst – Oracle Fusion SCM, you will play a critical role in ensuring high-quality customer service and functional support for Oracle Fusion Supply Chain Management (SCM) modules. You will leverage your extensive experience across implementation, support, and troubleshooting of SCM modules to resolve complex issues, guide customers through best practices, and drive continuous improvement in our service delivery.

Key Responsibilities

Engage with business partners to gather requirements and translate needs into functional and technical specifications for Oracle Fusion SCM solutions.Deliver excellent customer service by managing incident tracking, diagnosis, replication, troubleshooting, and providing effective resolutions for complex and critical cases.Own customer issues, interacting directly to ensure timely and complete resolution of each service incident.Collaborate with management in resolving critical customer situations and escalations.Lead and participate in knowledge gain and sharing initiatives through development and delivery of formal training sessions for the team.Create and review Knowledge Articles to ensure documentation accuracy and completeness.Stay current on Oracle SCM advancements, recommending and driving best practices and continuous improvement initiatives.Foster a collaborative, knowledge-sharing, and high-performance team environment.

Qualifications & Skills

Mandatory:

Bachelor’s degree (BE, BTech, MCA) or MBAMinimum 5 years of experience in implementation, support, or upgrade projects with at least 1 implementation experience on SaaS SCM (Procurement, Inventory, Sourcing, Order Management, Logistics & Shipping, Manufacturing, etc.)Primary expertise in Oracle Fusion Cloud Order Management, including Order Orchestration, Pricing, Global Order Promising, Procurement, Manufacturing, and Logistics & ShippingStrong analytical and problem-solving abilitiesDemonstrated capability to work independently in a fast-paced and dynamic environmentProven hands-on product/functional or technical experience; or L1/L2/L3 level support experienceAbility to relate product functionality to business processes and provide practical implementation adviceCompetence in reading and deciphering software log and trace files for problem resolutionExperience troubleshooting issues and performing data analysis for usersProficiency in understanding business process flows and conducting functional testing using test scriptsExperience facilitating training and knowledge-sharing sessions

Good-to-Have:

Excellent communication and interpersonal skills for effective stakeholder, team, and customer engagementFamiliarity with Fusion Cloud architecture, Setup Manager, and related activitiesExperience in FBDI and OTBI report developmentUnderstanding of external data integration with Oracle Fusion ApplicationsKnowledge of security setup in Fusion CloudExposure to SQL, BIP, OTBI, or RedwoodStrong learning orientation and up-to-date awareness of emerging business models, product features, and technologiesExperience in managed services delivery, including client relationship management and KPI achievement

Self-Assessment Questions
Candidates are encouraged to reflect on the following as you consider applying:

Have I participated in a minimum of one full lifecycle implementation of Oracle Fusion SCM modules and do I have at least five years of hands-on support, implementation, or upgrade experience?Do I have deep expertise in three or more SCM modules such as Procurement, Inventory, Sourcing, Order Management, Manufacturing, Logistics, or Shipping?Am I comfortable reading and analyzing software log and trace files to diagnose and resolve complex technical issues?Can I effectively relate product functionality to a business process, offering actionable advice to clients or business partners?Do I possess the communication skills and initiative required to deliver training, share knowledge, and contribute to a collaborative team culture?