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Business Area: Information Technology Country: Romania Location: Bucharest Job Reference: AM/225416/W Assist Oracle customers in solving functional and technical problems related to ERP applications. RESPONSIBILITIES: • To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model • Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards • Service request resolution in a collaborative environment with the customer • Maintaining product expertise in assigned cluster • Reducing escalations • Working towards, adopting and contributing to new processes and tools (Oracle Web Conferencing, diagnostic methodology, health checks, scripting tools, etc. • Contributing to Knowledge Management content creation and maintenance • Participating in Root Cause/Corrective Action activities defined within the product area in order to further enhance the customer experience and improve the Oracle product • Working with development on product improvement programs (testing, SRP, BETA programs etc) as required • Operating within Oracle business processes and procedures • Respond and resolve customer issues within Key Performance Indicator targets • Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area • Ensure the timely completion of planned proactive tasks and Service Requests • Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests QUALIFICATIONS: Degree Level & Equivalent Measures: • Technical degree i.e., BS Computer Science/Management Information Systems/ Science/ Engineering/ Math/Physics/Chemistry OR proven relevant years professional/ technical experience (preferably Oracle) would take the place of a degree OR (for Applications) functional (e.g., BA finance) degree with higher level technical degree/appropriate work experience OR (for Applications) proven professional/ technical experience, i.e., demonstrates an understanding of Applications at a functional and technical level, (preferably Oracle) Experience: Technical • Greater than 5 years experience with Business Information Technology • Work experience with Oracle and non-Oracle products and technologies including: Database Technologies, Internet Technologies, Application Development Tools, Operating Systems, Programming Languages and ERP systems • Knowledge of Java language and Java programming tools • Ability to Read, Write and debug PL/SQL • Strong with SQL – Read, Write and Build own diagnostic scripts • Desirable: The candidates need applications technical knowledge but also a depth of technical knowledge to include Unix, NT, relational and hierarchical database Functional (ERP Applications) • Knowledge of ERP Applications and business process • Desired skills: Oracle Process Manufacturing and/or Oracle Supply Chain Applications Personal Attributes: • Proactive • Problem Solving/Analytical Skills • Effective Communication (verbal and written) • Focus on Relationships (internal and external) • Influencing/Negotiating • Teamwork • Results Focused • Escalations Management • Expertise (maintaining professional in own discipline) • Enthusiasm • Flexibility • Organizational Skills • Coaching/Knowledge Transfer Ability Please submit your CV in English! Thank you!

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