Fusion Cloud PPM; Projects Implementation Support Engineer

Do you want to work with exciting customers across all sectors in the industry? If you have a passion for tech, a customer‑centric approach, and a background in helpdesk support, come and grow your career with us. Thrive in this crucial role!

Oracle is a technology leader that's changing how the world does business – and our Customer Success Services (CSS) team supports over 6,000 companies around the world. If you have a passion for innovation in delivering service excellence with a background in Oracle Fusion Cloud Application implementation and support, we want you on our team! UK SC is required but don't disclose the fact you have SC until requested by Oracle Security Admin team.

Who is Oracle Customer Success Services? Oracle Customer Success Services (CSS) is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology, Oracle SaaS applications best unfold their full value and rich capabilities if user adoption, business continuity, technical optimization, and security are addressed proactively.

Thousands of customers around the globe have relied on Customer Success Services for high performance and the efficient operation of their most critical business processes on Oracle environments. Thousands of domain experts around the world assist and guide customers toward their business goals. Oracle CSS provides tailored support and guidance throughout the Oracle Cloud Applications usage to meet customers' business objectives.

We, the CSS, are expanding the team in the UK to help manage, support and enhance our customers' experience with Oracle Fusion SaaS and PaaS. The team works with our UK Secure Govt Customers primarily but also works with UK Commercial Customers when required.

As customers grow and mature with their operations, we act as the enabler to enhance product adoption and user experience. Our focus on continual service improvement is a key differentiator. As part of the Customer Success Services organization, you will get an opportunity in the lifecycle management of the SaaS and PaaS solution – we will leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management.

You may be engaged in assisting customers in their day‑to‑day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them to achieve their key business process KPIs.

• As a Fusion Cloud PPM Implementation Support Engineer for UK Government Clients, focus on delivering post‑sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post‑sales technical and functional customer issues directly with customers.
• A main point of contact for customers, responsible for facilitating customer relationships with Support, Product Management, XLOB and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
• Provide strategic support to assure the highest level of customer satisfaction. Build and use automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. Serve as an expert member of the technical problem solving/avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on‑site customer visits. In this role, you are expected to be an expert member of the problem‑solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues.
  
  Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, this team member may be sought by customers and Oracle employees to provide…