Senior Solution Analyst

The Senior Solution Analyst role is an entry-level support job in Support Services, Global Services organization. This role is responsible for resolving post-sales customer inquiries via phone and electronic means. This person will perform scope assessment by gathering information, using application tools for configuring the system, applying and executing change management processes, communicating and shadowing end users, and testing workflows for accuracy of configuration. This role's focus is to provide level three support including problem resolution within published goals using the Knowledge Base, writing product documentation, using Web Resources, and Lab Testing to resolve issues. Calls are generally more complex application problems or requests to resolve problems if the system is “down,” which relies on analytical and technical skills. They will also perform high-level consultation on solution best practices and standards of build. This resource is a contractually committed, client-facing function to deliver a fixed fee agreement with service level requirements. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position will work in a Contact Center environment.

Responsibilities

1. 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, support entitlements and validation, electronic support troubleshooting, and product availability.
2. Handle open service requests that are dispatched, implement fixes, analyze the software problem, and write case notes in the tracking system.
3. Act as the point of contact for new customers, introducing and educating them on Oracle as a whole.
4. Gain knowledge of specific product areas within our core technologies and/or applications.
5. Adhere to regulatory policies, such as HIPAA, and Oracle Health policies, procedures, and customer requirements.
6. Gain insights into Oracle Health’s support methodology and begin project work immediately.
7. Work alongside the experts to gain knowledge and skills that will prepare you for a long-term, meaningful career with Oracle Health!

Basic Qualifications:

1. At least 4 years total combined related work experience and completed higher education.
2. This position requires you to be a U.S. citizen due to the client contract you will be assigned.
3. Receipt of the appropriate government security clearance card applicable for your position.

Preferred Qualifications:

1. Associate, Bachelors or Technical Degree preferred or in lieu of degree may substitute 2 additional years professional experience in customer service, technical support, and/or healthcare industry required.
2. At least 1 year of call center or phone support work experience.
3. Located near an Oracle Health office: Kansas City, MO, Malvern, PA, Columbia, MD, Orlando, FL, Nashville, TN.

Ability to work one of the following shifts available for the position (all in CT):

1. 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.
2. 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.
3. 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.
4. 554 shifts from 7:00 AM - 7:00 PM or 554 night shifts from 7:00 PM - 7:00 AM.

Additional Requirements:

1. Ability to work in office 3 days a week at one of the following Oracle Health offices: Malvern, PA, Columbia, MD.
2. Home internet speed and reliability connection must meet the following expectations: Download >= 20 Mbps and Upload >= 5 Mbps at and Total packet Loss OR the ability to work in the Oracle Health office.
3. 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.
4. 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 $16.49 to $31.49 per hour; from $34,300 to $65,500 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:

1. Medical, dental, and vision insurance, including expert medical opinion.
2. Short term disability and long term disability.
3. Life insurance and AD&D.
4. Health care and dependent care Flexible Spending Accounts.
5. Pre-tax commuter and parking benefits.
6. 401(k) Savings and Investment Plan with company match.
7. 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.
8. 11 paid holidays.
9. 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.
10. Paid parental leave.
11. Adoption assistance.
12. Employee Stock Purchase Plan.
13. Financial planning and group legal.
14. 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