MS HCM Functional Support Consultant

• This role involves providing functional support to managed services customers across Oracle EBS and Oracle Fusion HCM, covering Core HR, Benefits, Compensation, and Payroll modules.
• This will involve dealing with incidents, requests, changes and problems while liaising with technical support and service delivery teams.
• The role is predominantly remote though it may involve occasional visit to internal offices and client sites.

Enter R

Key responsibilities

• End-to-end support of Oracle customers through Incident, Problem and Change management.
• Ad hoc project requirements (providing estimates and implementing changes)
• Providing advice and guidance to customers verbally or in writing on a timely basis, according to defined SLAs.
• Maintain a record of all communication and actions in inoapps IT Service Management and other time tracking applications.
• Take the lead on individual service improvement initiatives as requested and ensure their successful and timely delivery.
• Proactively identify and drive automation opportunities to improve team efficiency including the use of AI where appropriate.
• Proactively analyse and identify recurring Incidents and Problems to fix problem, provide workarounds and/or create knowledge document in line with problem management practices.
• Identify and contribute towards continuous improvement of Standard Operating Procedures and Support Documentation.
• Identify and manage risks to the customer and/or escalate to Service Delivery Manager / Customer Success Manager.
• Provide technical input to client reviews.
• Maintain and develop technical knowledge and skills.
• Assist in functional pre-sales and support transitions.
• Provide support on a 24x7 basis via shift rotation.
• Evaluate and promote new technologies and enhancements.

Enter Qualification

• Must have skills/modules
• 8+ years of experience providing functional support for Oracle HCM projects within Oracle E‑Business Suite and Oracle Fusion.
• Excellent communication and customer engagement skills.
• Experience of working in a managed services team.
• Nice to have skills/modules
• Functional understanding, along with exposure to areas such as Human Resources and Payroll as well as writing SQL queries.
• ITIL awareness and experience.
• Certified by Oracle in multiple Oracle Cloud HCM modules with a commitment to continued learning and certification.