Systems Analyst - Support Specialist

Systems Analyst 1-Support

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. System Analyst I is a contractually committed premium support role within the GSSS organization. This role will support clients on critical patient safety issues and financial revenue. This is a backfill request at the Professional 1 job level with the BLR Tier II/Tier III team as part of the Application Management Services (AMS) business group. This team provides Millennium and Soarian Solutions support on a 24x7x365 basis to clients in Asia Pacific, Australia, and the US and is crucial to Oracle Cerner's global delivery since it oversees both incident management and change management. The clients record service requests for data extracts, application/functionality concerns, and analyses of certain data instances. According to contractual obligations, each request has a "Service Level Agreement" that needs to be met to the tune of 95%, or else we need to pay the penalty specified specifically for each client in the contract with Oracle Cerner. Every support associate responds to client-submitted tickets that affect revenue. Hence, the job of support associates is considered billable work.