As part of (ASE), the Enterprise Performance Management Cloud Service Excellence Team is expanding to support our rapidly increasing customer base and reimagine the customer experience as we deliver a delightful customer experience across the portfolio and guide our customers on their successful cloud journey. Our team partners closely with development in supporting new and existing customers. It is a unique opportunity to be part of the future of Oracle Support and help shape the organization to benefit our customers, employees, and the organization overall. If you are excited by the notion of being able to shape our collective future, then this is the place to be. 

POSITION OVERVIEW 

Are you interested in leading a dynamic and fast paced technical support team, working with Oracle's latest Enterprise Performance Management’s Planning, Budgeting and Forecasting-related processes, Financial Close and Consolidation process in the Cloud? We are expanding and growing to support our rapidly increasing worldwide customer base and this is a unique opportunity to be part of Oracle's EPM Cloud support management team. 

You will be responsible for leading a team of Application Support Engineers (Level 1, 2, 3 etc), whose focus is to provide technical and functional support to our customers worldwide during Implementation and post-production and ultimately drive complete resolution of each service incident. These engineers are typically involved in technical and functional troubleshooting, both independently and in collaboration with Product Development and Cloud Operations and Infrastructure teams, often ending in resolving complex issues related to application setup, configuration, design issues, defects and infrastructure. You will also be involved in leading key initiatives that help improve support experience for customers and drive product improvement based on the Service Requests logged by our customers. 

This is a great time to join the EPM Service Excellence Team, as EPM is positioned as a Leader in both the Magic Quadrant for Financial Close and Consolidation Solution as well as the Magic Quadrant for Financial Planning Software. This dual recognition validates our laser-focus on customer success and innovation strategy, especially in technologies such as AI/ML, data science, and predictive analytics, and a great opportunity to be a part of this continued journey.

EDUCATION, EXPERIENCE & SKILLS 

B.S (Finance, Accounting, Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered.  Previous (direct) people management experience, particularly in fast paced, Application support environment preferred Past experience in functional EPM and ERP Applications and/or cloud support services preferred.  Functional skills in Planning and Budgeting, Financial Consolidation and Close applications, and/or ERP skills with experience in financial applications like Payables, Receivables, General Ledger with knowledge of key business flows like Procure to Pay, Order to Cash, or Record to Report. Excellent communication skills, to be able to discuss technical & functional issues/solutions, in highly escalated situations, with executives, support & customer personnel; Ability to communicate and collaborate across all levels of an organization, both verbal and written.  Well developed listening skills with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause Exceptional management & team building skills, capable of managing several high-level priorities simultaneously without reducing quality  Self driven, motivated, Pro-active, well organized and a thorough planner  Highly skilled at problem-solving & highly developed analytical skills  Proven situation-management, Escalation management & customer management skills 

Career Level - M4