Systems Analyst 4-Support
Location:
Memphis, TN
Posted:
November 22, 2016
Position Type:
Full Time
Reference:
160019ZN
1. The successful candidate will be very well-versed in the Oracle middle-ware products. He/she doesn't have to be "source code" literate but has to know "how" the products work, how they are configured, how they are managed/monitored, etc. Here's a partial list of the critical products that would be involved: WebLogic Server (12.1.2, 12.1.3 and future 12.2.1.2), Coherence (3.4 through current versions), Tuxedo (10.3.x through 12.1.3 and potentially 12.2.2), Oracle Web-Server plugins for WebLogic Server (FedEx predominantly uses Apache web-servers with the WLS plugins installed).

2. In addition to the Oracle Fusion Middleware products, the person would need to be well-versed in the use/operation/configuration of other critical Oracle products such as Java SE (7, 8 and what's coming in 9), Java SE Advanced and Suite, Mission Control and Oracle Enterprise Manager (12c, 13c).

3. This person should also be at least familiar with and be capable of learning/using the following "non-Oracle" products that customer uses extensively: Eclipse Memory Analyzer Tool (MAT), jmap, jVisualVM, CA/Wily Introscope (APM), AppDynamics (APM) as well as various LDAP browsers such as jXplorer.

4. Familiarity with and/or use of Apache Tomcat would be a plus but is not critical.

5. (Extremely important) This person "must" have very good troubleshooting skills. Things are invariably going to go wrong and customer's team will need someone who can understand a complex environment in which the Oracle products are used and use that understanding to isolate, troubleshoot and ultimately fix any problems with those products.

6. (Extremely important) The person selected needs to have very good verbal and written communication skills. They will be part of a larger team that often has to interact with not only technical staff but also management so communication will be critical.
Qualifications:
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As an Advisory Systems Engineer, 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, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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