Oracle HCM HelpDesk Functional Consultant

About the role

Oracle HCM HelpDesk Functional Consultant providing Tier 2/3 functional support for Oracle Cloud HCM, focusing on modules such as Core HR, Payroll, Benefits, Absence Management, and Talent Management.

Responsibilities

• Serve as primary escalation point for resolving end-user issues and help desk tickets related to Oracle HCM Cloud.
• Troubleshoot and resolve configuration, workflow, and data issues within the HCM environment.
• Collaborate with technical teams on integration, security, and reporting issues (including OTBI and BI Publisher).
• Document root cause analyses and resolution steps in ITSM/ticketing systems (e.g., ServiceNow, Remedy).
• Participate in system and regression testing during Oracle patch/release cycles.
• Develop and maintain knowledge base articles and standard operating procedures for recurring issues.
• Work closely with HRIS, Payroll, and IT teams to identify and address recurring problems and recommend process improvements.
• Assist with troubleshooting user access and security roles within Oracle HCM.
• Provide occasional end-user training and develop job aids as needed.
• Maintain strong communication with users and translate technical issues into business terms.
• Ensure compliance with best practices for Oracle HCM Cloud support and documentation.