Solution Analyst

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As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide support including problem resolution within published goals using the knowledge base, product documentation, and using troubleshooting tools, etc. to resolve issues.In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues. Work is semi-routine in nature. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment and you will be the support point of contact for customers. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.Prior working knowledge of or the desire to quickly learn about Oracle products. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. An ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. Associates degree. At least 1 year of related experience.

Career Level -

Career Level -

Career Level -

As a Solution Analyst, you will use customer service skills and basic front end application knowledge to assess, investigate, and resolve Oracle Health customer issues and requests via call, ticket, and other electronic means. You will work directly with internal and external customers, which requires strong communication skills. You will be responsible for documenting the investigation and performing basic technical troubleshooting to resolve issues in real time. You will also be responsible for appropriately triaging and escalating issues, which requires a basic understanding of the different application products and solutions. The investigation and basic technical troubleshooting responsibilities include gathering information, using troubleshooting tools, capturing log files, leveraging knowledge articles, shadowing end users, and testing workflows. The work is semi-routine in nature and requires both independent and collaborative work in a fast paced environment. 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

Receipt of the appropriate government security clearance card applicable for your position

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

Preferred Qualifications:

Bachelor's degree

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 or Orlando, FL

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

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

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

554 shifts from 6:00 AM - 6:00 PM, 7:00 AM - 7:00 PM, 8:00 AM - 8:00 PM or 554 night shifts from 6:00 PM - 6:00 AM, 7:00 PM - 7:00 AM, 8:00 PM - 8:00 AM

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

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

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