Solution Analyst
Company: Oracle
Location: Albany
Posted on: May 8, 2024
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Job Description:
Job Description
As 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, write product
documentation, use Web Resources, and Lab Testing, etc. to resolve
issues.In this role, you will provide guidance and real time
resolution on a wide range 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
troubleshooting and product availability. Handle open service
requests that are dispatched, implement fixes, (i.e. writing SQL
scripts, and document the case for escalation), 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. 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, Oracle products and how they all interrelate
in a customer environment. An ideal candidate will demonstrate
excellent communication skills, demonstrate prior abilities to be
an effective team player, and will demonstrate commitment to
ensuring customer success. Associates degree. At least 1 year of
related experience.
Career Level -
Responsibilities
As a Solution Analyst, you will be responsible for supporting
Oracle Health's internal and external clients by providing
outstanding customer service and basic technical support in a Tier
1 call-centered environment. You will be responsible for serving as
the first line to investigate and resolve client problems received
through phone, ticket or other electronic means, triaging and
escalating issues by using applicable monitoring and
troubleshooting tools, and performing routine, preapproved changes
to client domains. You will also be responsible for troubleshooting
investigations, reviewing front-end applications by gathering
information, using troubleshooting tools, shadowing end users, and
testing workflows internally and externally, performing
troubleshooting investigations via backend methods by capturing log
files, querying tables, updating database fields, and
updating/cycling servers.
Much of your time will be spent investigating service requests,
resolving client incidents and maintaining applications. As you
work with Oracle Cerner technologies, you prioritize and plan issue
resolutions both independently and in a collaborative and
fast-paced team environment. You will work directly with clients,
so strong communication and customer service skills are needed. You
will also be responsible for adhering to policies and procedures
including HIPAA, PECA, CHIA, and client notification
requirements.
When hired into the Client Services Academy, you reap big benefits.
During training, you will gain insights into Oracle Cerner 's
support methodology and will begin project work immediately. You'll
work alongside the experts to gain knowledge and skills that will
prepare you for a long-term, meaningful career with Oracle Cerner
.
Basic Qualifications:
At least 4 years total combined related work experience and
completed higher education
Receipt of the appropriate government security clearance card
applicable for your position
Due to the client contract you will be assigned, this position
requires you to be a U.S. citizen
Preferred Qualifications:
Bachelor's degree
At least 1 year of call center or phone support work experience
Expectations:
Ability to work one of the following shifts available for the
position (all in CT):
Traditional Monday through Friday shifts from 5:00 AM - 2:00 PM,
6:00 AM - 3:00 PM, 7:00 AM - 4:00 PM, 8:00 AM - 5:00 PM, or 9:00 AM
- 6:00 PM
Swing shifts Monday through Friday from 10:00 AM - 7:00 PM, 11:00
AM - 8:00 PM, or 12:00 PM - 9:00 PM
4X10 shifts Monday through Thursday, Wednesday through Saturday, or
Sunday through Wednesday from 8:00 AM to 7:00 PM or 9:00 AM to 8:00
PM
554 shifts from 6:00 AM - 6:00 PM, 7:00 AM - 7:00 PM, 8:00 AM -
8:00 PM or 554 night shifts from 6:00 PM - 6:00 AM, 7:00 PM - 7:00
AM, 8:00 PM - 8:00 AM
Home internet speed and reliability connection must meet the
following expectations: Download > = 20 Mbps and Upload > = 5
Mbps at www.speedtest.net and Total packet Loss
https://packetlosstest.com/ OR the ability to work in the Oracle
Cerner office
If located in the Kansas City metropolitan area, you may be
required to work in office during normal business operations
Work in accordance with corporate and organizational 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 scope of position
Perform other responsibilities as assigned
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 stated locations only
US: Hiring 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 US 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
The role will generally accept applications for at least three
calendar days from the posting date or as long as the job remains
posted.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's
technology to tackle today's problems. True innovation starts with
diverse perspectives and various abilities and backgrounds.
When everyone's voice is heard, we're inspired to go beyond what's
been done before. It's why we're committed to expanding our
inclusive workforce that promotes diverse insights and
perspectives.
We've partnered with industry-leaders in almost every sector-and
continue to thrive after 40+ years of change by operating with
integrity.
Oracle careers open the door to global opportunities where
work-life balance flourishes. We offer a highly competitive suite
of employee benefits designed on the principles of parity and
consistency. We put our people first with flexible medical, life
insurance and retirement options. We also encourage employees to
give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages
of the employment process. If you require accessibility assistance
or accommodation for a disability at any point, let us know by
calling +1 888 404 2494, option one.
Disclaimer:
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
Keywords: Oracle, Albany , Solution Analyst, Professions , Albany, New York
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