Applies basic understanding of product features, tools, and configurations to provide guidance to customers. Completes assigned tasks to support optimizations (e.g. automation) of solutions and technical delivery. Provides proactive and reactive technical assistance in close cooperation with Support and Product Development teams. Assists customers with routine software updates, upgrades, configuration, and incident remediation and begins to educate customers on product features, upgrades, and best practices. Generates and maintains customer deliverables and documentation to help customers implement solutions with some supervision. Performs problem analysis with some guidance, providing documented technical solutions ready for customers to implement, test, and maintain. Begins to leverage customer insights to identify new service offerings and learns to deliver presentations and assists in consulting with clients on solutions with guidance.
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Key Responsibilities
Technical Leadership:
-Applies basic understanding of product features, tools, and configurations to provide guidance to customers.
-Begins to specialize in a set of Oracle technologies, products, and best practices, staying updated with industry trends and advancements.
-Completes assigned tasks to support optimizations or efficiency efforts (e.g., automation, streamlined processes, elimination of redundant effort) under leadership.
Service Delivery:
-Provides proactive and reactive remote or onsite technical assistance in close cooperation with Support and Product Development teams, under some supervision.
-Independently assists customers with routine software updates, upgrades, configuration, and incident remediation, seeking assistance when needed.
-Begins to analyze new issues encountered by customers by learning to perform thorough technical root cause investigations.
-Provides post-project lessons learned from technology implementation or project.
Global Customer Engagement & Education:
-Supports customer relationships by addressing technical needs and assisting in solution delivery to meet operational goals, with some guidance.
-Begins to educate customers on product features, upgrades, and patches, and promotes best practices for technology stability, maintainability, upgradeability, and performance, with some guidance.
-Attends customer meetings and begins to provide technical input, as needed.
Technical Design & Documentation:
-Generates and maintains customer deliverables and documentation to help customers implement solutions, with some supervision.
-Performs problem analysis and investigation, providing documented technical solutions ready for customers to implement, test and maintain, with some guidance.
-Begins to participate in solution design reviews with senior engineers.
-Applies some understanding of design trends and existing tools to begin supporting solution quality and maintain relevance.
Influence & Collaboration:
-Participates in internal team collaboration to support the alignment of technical deliverables with broader project goals, with minimal guidance.
-Gains exposure to customer's technology roadmap through team discussions.
Innovation & Business Development:
-Collects customer input and shares observations with peers or managers to support alignment with existing services.
-Begins to leverage customer insights to identify new service offerings and engagement methods.
-Begins to identify sales opportunities for additional services of by aligning Oracle capabilities with evolving customer requirements.
-Learns about sales opportunities for customized client solutions.
-Learns to deliver presentations and assists in consulting with clients on solutions with guidance.
-Applies foundational technical knowledge to support value proposition discussions with customers under guidance.
Core Responsibilities
Collaboration & Partnership:
-Collaborates within and across teams to better understand expectations and achieve shared objectives. Leverages a foundational understanding of business, stakeholder, and/or customer needs to provide effective support with limited guidance. Actively listens and asks questions to enhance collaboration.
Continuous Improvement:
-Identifies and recommends ideas to increase efficiency and effectiveness of processes, protocols, and workflows with some guidance.
Planning & Execution:
-Tracks timelines and budgets with minimal supervision, ensuring work is completed in a timely manner and is in alignment with project requirements. Prioritizes and adjusts work as resources or timelines change, with some guidance.
Problem Solving:
-Identifies and addresses issues, escalating problems to senior staff as needed in accordance with standard procedures. Compiles and reviews information from multiple sources to troubleshoot standard and non-standard errors.
Continuous Learning:
-Seeks opportunities to gain knowledge and learn new skills aligned with industry trends and best practices. Utilizes feedback and training to improve skills.
