Birlasoft Limited

Oracle Helpdesk Functional Architect (Enterprise Applications)

Birlasoft Limited
Noida
Not disclosed
Work from OfficeWork from Office
Full TimeFull Time
Min. 5 yearsMin. 5 years

Job Description

Principal Consultant - Enterprise Apps

Area(s) of responsibility

Job Description – Oracle Helpdesk Functional Architect

Role Title

Oracle Helpdesk Functional Architect (Oracle Fusion HCM / HR Helpdesk)

Role Overview

The Oracle Helpdesk Functional Architect will lead the end-to-end design, governance, and optimization of Oracle Fusion Helpdesk as an enterprise case management platform.

This role is responsible for defining scalable helpdesk architecture, ensuring SLA-driven service delivery, enabling self-service/automation, and aligning the solution with business objectives. The architect will drive transformation from legacy ticketing systems to a centralized, intelligent service model leveraging Oracle capabilities.

Key Responsibilities

1. Solution Architecture & Design

  • Define end-to-end architecture for Oracle Helpdesk including:
    • Case management model (queues, categories, subcategories)
    • SLA, escalation, and prioritization frameworks
    • Knowledge management architecture
  • Lead fit-gap analysis and map business requirements to Oracle Helpdesk capabilities
  • Design scalable, standardized service delivery model across multiple business units
  • Ensure alignment with Oracle best practices and product roadmap

2. Helpdesk Operating Model & Governance

  • Define enterprise Helpdesk Operating Model (L1 / L2 / L3 support design)
  • Establish:
    • SLA governance framework
    • Escalation matrix and support workflows
    • Service catalog and request taxonomy
  • Drive governance for service quality, backlog management, and resolution efficiency
  • Align helpdesk processes with enterprise ITSM / HR service delivery frameworks

3. Functional Leadership & Configuration Oversight

  • Provide architectural oversight on:
    • Case routing, assignment rules, and workflows
    • Smart text, templates, and automation capabilities
    • Knowledge base structure and content strategy
  • Review and approve configuration changes and enhancements
  • Ensure design consistency across modules, integrations, and updates

4. AI, Automation & Self-Service Strategy

  • Define and implement AI-driven deflection strategies to reduce ticket volumes
  • Drive adoption of:
    • Self-service portals
    • Chatbots / virtual agents
    • Automated case routing and resolution
  • Identify continuous improvement opportunities to enhance employee experience

Experience Level

Senior Level

Job role

Work location
Work locationINDIA - NOIDA- BIRLASOFT OFFICE, IN
Department
DepartmentIT & Information Security
Role / Category
Role / CategoryIT Support
Employment type
Employment typeFull Time
Shift
ShiftDay Shift

Job requirements

Experience
ExperienceMin. 5 years

About company

Name
NameBirlasoft Limited
Job posted by Birlasoft Limited

Similar jobs you can apply for

Receptionist / Front Office / Help Desk

Receptionist / Front Office Executive

Star Qms
Sector 45, Noida
₹15,000 - ₹20,000*
Work from Office
Full Time
Any experience
Basic English
Morena Technologies Private Limited

Customer Service Associate

Morena Technologies Private Limited
Sector 57, Noida
₹15,000 - ₹21,500*
Work from Office
Full Time
Any experience
Basic English

Customer Support Executive

Dobiqueen Solutions Private Limited
Sector 63, Noida
₹12,000 - ₹18,000
Work from Office
Full Time
Any experience
Basic English
Acubeavenue Technologies

Customer Support Executive

Acubeavenue Technologies
Sector 127, Noida
₹20,000 - ₹25,000
Work from Office
Full Time
Any experience
Basic English
Next Mantra Solutons Private Limited

Customer Support Executive

Next Mantra Solutons Private Limited
Noida
₹30,000 - ₹35,000
Work from Office
Full Time
Min. 1 year
Good (Intermediate / Advanced) English
Demand Defence Llp

Customer Support Executive

Demand Defence Llp
Sector 15, Noida
₹16,000 - ₹23,000*
Work from Office
Full Time
Freshers only
Good (Intermediate / Advanced) English

You can expect a minimum salary of 0 INR. The salary offered will depend on your skills, experience and performance in the interview.

The candidate should have completed the required education and people who have 5 to 31 years are eligible to apply for this job. You can apply for more jobs in Noida to get hired quickly.

The candidate should have sound communication skills and sound communication skills for this job.

Both Male and Female candidates can apply for this job.

No, it's not a work from home job and can't be done online. You can explore and apply for other work from home jobs in Noida at apna.

No work-related deposit needs to be made during your employment with the company.

Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview.

The last date to apply for this job is . For more details, download apna app and find Full Time jobs in Noida . Through apna, you can find jobs in 64 cities across India. Join NOW!