Customer & Employee Experience

Oracle Orlando , FL 32801

Posted 2 months ago

Provides programs to improve operational efficiency, consistency, and compliance in support of the organization*s financial and tactical business objectives. Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.

Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing. Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives. Provide updates to management regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and/or deals. Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance. Drive implementation of new processes and procedures.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors/omissions corrected. For this, relationship management skills strongly desired. Strong written and verbal communication skills. 8 plus years relevant work experience.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

Overview

The main function of a Support Senior Business Analyst is to assist in the management of Support programs, as a lead contributor, to improve operational efficiency, consistency, and compliance in support of the organizations tactical business objectives. Develops and follows business practices and processes and develops and communicates to the organization on business practices and processes improvement opportunities. Analyze customer and employee data (primarily SRs, Escalations and Customer Surveys) results while identifying trends and process improvement opportunities to improve overall operational efficiencies and customer Support experiences.

Key Responsibilities

  • Attention to detail critical. Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal sources. Relationship management skills strongly desired. Strong written and verbal communication skills to interact with management.

  • Collaborate with internal teams and ensure that their performance and provision of services are in line with our expectations and enable us to meet or exceed service levels

  • Provide information on Service Level Management (Service Level Initiatives, Service Efficiencies, KPI's, Trend Analysis), as required

  • Analyze performance reports, service improvement opportunities, service quality and support processes to ensure they are effective & efficient

  • Identify reoccurring trends and engage with the relevant resolver groups to ensure permanent fixes are applied

  • Complete administrative tasks associated with the role

  • Own and contribute to Support projects that help drive customer satisfaction and internal success

Skills & Experience

  • Degree in Computer Science, Information Systems, Business or related field

  • 6 year experience in similar, fast paced role. Familiar with Oracle Support processes and tools a plus.

  • Excellent analytical skills

  • Strong communication and presentation skills

  • Strong administration and organizational skills.

  • Strong Microsoft Excel and PowerPoint skills

  • Excellent project and time management skills - ability to work independently and manage ones time.

  • Energetic team player with strong work ethic.

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Customer & Employee Experience

Oracle