• Job Description

  Req#: 255926

  The Solution Analyst role is an entry-level support job in Support Services, Global Services organization. This role is responsible to perform solution-related service request configuration for application maintenance. This person will perform scope assessment by gathering information, using application tools for configuring the system, apply and execute the change management processes, communicating and shadowing end users, and testing workflows for accuracy of configuration. 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 may work in a call center environment as needed. If the service level requirements are not met, we will pay a portion of revenue back to the client and additionally be at risk of client being able to opt out of contract, both resulting in reduced revenue.

  Career Level - null

  Qualifications

  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:
  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. Supplemental life insurance (Employee/Spouse/Child)
  5. Health care and dependent care Flexible Spending Accounts
  6. Pre-tax commuter and parking benefits
  7. 401(k) Savings and Investment Plan with company match
  8. 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.
  9. 11 paid holidays
  10. 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.
  11. Paid parental leave
  12. Adoption assistance
  13. Employee Stock Purchase Plan
  14. Financial planning and group legal
  15. 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.
  

  Responsibilities

  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, support entitlements and validation, electronic support troubleshooting and product availability. Handle open service requests that are dispatched, implement fixes, analyze the software problem, and write case notes in the tracking system. Work is semi-routine in nature. 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. You will be responsible for adhering to regulatory policies, such as HIPAA, and Oracle Health policies, procedures, and customer requirements.
  
  During training, you will gain insights into Oracle Health’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 Health!

  Basic Qualifications:

  At least 4 years total combined related work experience and completed higher education

  Due to the client contract you will be assigned, this position requires you to be a U.S. citizen

  Preferred Qualifications:

  Bachelor’s degree or equivalent

  At least 1 year of call center or phone support work experience

  Located near an Oracle Health office: Kansas City, MO, Malvern, PA, Burlington, MA, Columbia, MD, Orlando, FL or Nashville, TN

  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

  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 Health office

  If located in the following metropolitan areas, you may be required to work in office during normal business operations:

  Kansas City, MO

  Malvern, PA

  Burlington, MA

  Columbia, MD

  Orlando, FL

  Nashville, TN

  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

• About the company

  Our mission is to help people see data in new ways, discover insights, unlock endless possibilities. Want to make a difference? You've come to the right place. We're using innovative emerging technologies to tackle real-world problems today.

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