MS HCM Functional Support Consultant

About the role

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. The position is predominantly remote, though it may involve occasional visits to internal offices and client sites.

Responsibilities

• End-to-end support of Oracle customers through Incident, Problem, and Change management.
• Handle ad hoc project requirements, including providing estimates and implementing changes.
• Provide timely advice and guidance to customers verbally or in writing, adhering to defined SLAs.
• Maintain records of all communication and actions in Inoapps IT Service Management and other time-tracking applications.
• Lead individual service improvement initiatives and ensure their successful and timely delivery.
• Proactively identify and drive automation opportunities to improve team efficiency, including the use of AI where appropriate.
• Analyze and identify recurring Incidents and Problems to implement fixes, provide workarounds, or create knowledge documents in line with problem management practices.
• Contribute to the continuous improvement of Standard Operating Procedures and Support Documentation.
• Identify and manage risks to the customer and/or escalate to the Service Delivery Manager or 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.

Requirements

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 working in a managed services team.

Nice to Have Skills/Modules

• Functional understanding and exposure to areas such as Human Resources and Payroll, as well as writing SQL queries.
• ITIL awareness and experience.
• Oracle certification in multiple Oracle Cloud HCM modules with a commitment to continued learning and certification.