Oracle Systems Analyst Product Support, License Management Services in Denver, Colorado

Systems Analyst Product Support, License Management Services

Preferred Qualifications

Title: Systems Analyst Product Support, License Management Services

Location: Salt Lake City, Utah or San Antonio, TX or Broomfield, CO or Colorado Springs or willing to relocate to the area

* US Passport / US Citizenship is required for this position *

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services.

As the primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Systems Engineer, you will interface with the customer

  • s IT staff on a regular basis. Either at the client site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. Knowledge of some Oracle products and one platform that is being supported is referred. You will be working with only general guidance from senior engineers and management and, in some areas may work independently.

Duties and tasks are standard with some variation. You will largely work independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.

Role overview:

  • Uses and modifies LMS internal systems used for collecting and analyzing usage data for the Oracle products in scope, and owned by either Oracle Customers or Partners.

  • Provides LMS Field Consultants with Technical Analysis Services - collecting and analyzing data regarding the installations and usage of Oracle products by Customers and Partners. The service is offered remotely in accordance with LMS internal standards and procedures.

Responsibilities:

  • Performs analysis activities on Oracle Products and/or base don LMS Consultant demands to define specifications and build systems, applications and tools used to determine Customer's usage of Oracle Products.

  • Contacts customers and coordinates the tool installation and data collection process, for Oracle products within the scope.

  • Informs and provides regular updates on the activity results to the direct Manager.

  • Provides Customers with remote assistance during the entire process of installing and running the LMS technical measurement tools as well as collecting and transferring usage data.

  • Makes efficient use of available communication solutions(email, telephone, instant chat)

  • Performs a complete, detailed and accurate analysis of collected data, verifies and validates usage data against contract clauses and prepares the license usage report according to LMS standards and procedures. Presents the report and findings to the LMS Consultant.

  • Gains and maintains strong knowledge and expertise regarding Oracle Products within team’s scope, on both technical and licensing aspects.

  • Ensures that the problems which cannot be solved by own means and responsibilities are escalated in due time and according to LMS standards and procedures.

  • Acknowledges and applies the policies, procedures and processes, as defined on Company / Line of Business / Department levels.

  • Is responsible for achieving team and individual objectives, as agreed with the direct manager.

  • Ensures fulfilling of given tasks within the timelines and quality standards agreed with the direct manager.

Required Experience:

  • 2 years in IT &C Industry, Software Development and Customer Relations experience.

Education Profile:

  • Bachelor’s degree in Computer Science, IT, Economics or Technical profile

Professional qualifications

  • SQL and DB knowledge

  • Unix/Linux and Windows knowledge

  • Knowledge on working with Oracle Database version 8 or higher

  • Good understanding of server/computer and network architecture

  • Basic knowledge on Project Management.

General Competencies

  • Customer oriented

  • Strong attention to details

  • Excellent research abilities

  • Complex problem-solving and decision-making abilities.

  • Ability to adapt and coordinate work efficiently under pressure

Interested candidates should send resumes directly to: alex.lyubelsky@oracle.com

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.

As part of Oracle's standard employment process, candidates will undergo a complete background check prior to an offer being extended. These background checks are conducted by a professional third party firm at no charge to the applicant and include: prior employment verification, education verification, social security trace, criminal background check and motor vehicles records (where required for position).

Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As a Systems Engineer, you will interface with the customer

  • s IT staff on a regular basis. Either at the client

  • s site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis, while constantly achieving the highest levels of customer satisfaction is essential. A Bachelors degree in Computer Science, Engineering or equivalent experience is preferred with two years related experience.

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.

Job: Support

Location: US-UT,Utah-Salt Lake City

Other Locations: US-TX,Texas-San Antonio, US-CO,Colorado-Colorado Springs, US-CO,Colorado-Broomfield

Job Type: Regular Employee Hire

Organization: Oracle