Advanced Services Engineer

Archer is collaborating with Oracle to connect them with exceptional professionals for this role.

This position is part of Oracle’s Life Sciences Services organization, which provides managed IT services to healthcare organizations that outsource their information technology operations to Oracle. The role will be based onsite at Southwest General Hospital in Middleburg Heights, Ohio. Candidates must reside in the greater Cleveland area and be available to work onsite as required to support the hospital’s operational and technology needs.

Learns to provide guidance to customers, under supervision. Completes assigned development tasks to learn to support optimizations (e.g. automation) of solutions and technical delivery. Learns to take ownership of basic reactive technical assistance in chosen technical specialty. Assists customers with basic installations and configuration of software products under supervision. References and contributes to customer deliverables and documentation to help customers implement solutions.

Performs problem analysis with supervision, providing documented technical solutions ready for customers to implement, test, and maintain. Learns to leverage customer insights to identify new service offerings and learns to deliver presentations to build understanding of solutions.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…