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.

The Customer Service Analyst 1 Support role is a tenured support job in Support Services, Global Services organization.  This role is responsible to perform complex solution-related service request configuration for application maintenance. This person will perform scope assessment by gathering information, using application tools for configuring the system including large-scale configurations with efficiency tools.  They will apply and execute the change management processes, communicate and shadow end users, and test workflows for accuracy of configuration. They will also perform in-depth level consultation on solution best practices and standards of build across multiple solutions.  This resource is a contractually committed, client-facing function to deliver a fixed fee agreement with service level requirements.  If the service level requirements are not met, we will pay a portion of revenue back to the client and additionally be at risk of client being able to opt out of the contract, both resulting in reduced revenue.   

Basic Qualifications:

2+ years’ experience in Cerner Millennium  2+ years’ experience with Cerner Patient Accounting Highly skilled at prioritizing work with varying degrees of scope and urgency Proven time management, critical thinking, and complex problem solving skills   Receipt of the appropriate government security clearance card applicable for your position Due to the client contract, you will be assigned, this position requires you to be a U.S. citizen Security Clearance Required for this role.

Recommended Education

Associate or Technical degree Bachelors degree preferred

Preferred Qualifications:

At least 3 years of clinical or customer service experience CCL/SQL command language knowledge

 

Career Level - IC1