Hcm Recruiting Analyst

HCM Oracle Recruiting Module Support Engineering

Position is for a Technical Support Professional with a functional background in Recruiting Management and extensive knowledge in Oracle Recruiting Cloud . Reports to the Manager of Support. Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to drive complete and total resolution of each service incident.

Hands on experience with Fusion Cloud HCM or EBS HCM applications; must understand basic recruiting resources concepts which includes: Recruiting actions such as requisition postings, interview scheduling, candidate triage, offers, Recruiting security (users/roles/privileges), onboarding, checklist.

Responsibilities

The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.

• Identifying, defining, developing, and institutionalizing Business Process standards, templates, policies, processes, and guidelines in support of as related to Oracle Software development framework
• Participate in special projects, as assigned.
• Understand and assess customer-reported issues to determine prioritization
• Serve as an internal knowledge resource for other members of the Oracle Recruiting Cloud team
• Utilize knowledge of technologies to make solution recommendations
• Provide telephone and email support to internal and external customers
• Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed
• Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue
• Perform efficient issue management, while maintaining metric quotas
• Act as liaison between customers, R&D, Production, Consultants, and QA, etc.
• Validating procedures and processes with a view toward enhancement or improvement; analyze information and situations, and implement actions through the management team to ensure project objectives are met
• Enhancing the quality of products and services through feedback, mentoring, and continual process improvement
• Manage and ensure documentation of assigned incidents, including internal and external communications

Education & Experience:

• Experience in filtering and updating complex technical knowledge for use in problem resolution
• Minimum 4 years of experience in working with HCM Cloud products, implementation, support, consulting and/or development in HCM
• Strong technical problem-solving skills, with an ability to troubleshoot complex application issues
• Exceptional research skills and resourcefulness
• Ability to read and decipher software Log and Trace files, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution
• Self-Motivated; fast learner
• Must have ability to lead customer meetings
• Willingness to 'roll up one's sleeves' and assist wherever needed
• Functional/Technical background in assigned product area (i.e., Recruiting, Onboarding, Hiring) and exposure to associated systems and software
• Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling.
• Must have ability to lead peer-level discussions for customer issues.
• Excellent analytical and problem-solving skills.
• Functional Background in Human Capital Management / Recruiting
• Experience documenting cases using a ticket tracking application such as MOS, Jira, Remedy, Siebel, etc.
• College degree in computer sciences or a related field recommended. Bachelor's Degree is preferred

A nice to have

• Ability to read and decipher software Log and Trace files, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution.
• Understanding of structured SQL statements and how those are executed in the RDBMS (sql/Plsql)

Note: Applicant must be US Citizen (this position supports our Federal clients).

Note: This role may need you to work on weekends/ holidays and multiple shifts on rotation basis.