Service Request Analyst

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    3 weeks ago
  • Category:
    Business / Mgmt

Job Title: Service Request Analyst, Cloud
Grade: IC2 or
above based on skills & experience
Purpose: As
a Service Request Analyst, you will be focused on improving time to respond, accurate
data collection for internal and external service requests. Additionally, you will have the opportunity
to create future automation and tooling that will allow us to continuously
improve our service. Your role in driving
improvements in response time, accuracy and velocity will delight our customers
with and while reducing costs of Operations.
Location: India-Bengaluru / Hyderabad
Description: We
are looking for a strong Service Request Analyst who will help ensure the
24x7x365 service request function for Oracle’s SaaS services
You will leverage excellence in communication,
technical/business analysis, problem solving and attention to detail to
methodically resolve issues. Technically, you will understand the full tech
stack of SaaS services you support (OS, Middle Tier and Database) and are able
to dig deep into the service to determine how to best to respond to Service
Requests. Further, you will drive improvements through the development
of tools and engage partner teams to drive up self-service and minimize Time to
Respond. We will look to the Service Request
Analyst to continually review and enhance systems, methods and
applications to enable the delivery of a positive customer experience to highly
acclaimed hosted products such as HCM, Taleo Cloud Service, Oracle
Service Cloud, Oracle CRM and more.
As a member of the
Oracle Cloud Operations team, you will be surrounded by “willing to help”
individuals representing some of the brightest and most innovative minds in the
industry. You will be a part of an
organization that prides itself on providing training, empowerment, and career
Respond to Service Request on timely fashion
Provide accurate data in Service Request and
execute the steps provided in Service Request
Communicate with professionalism and precision
to internal and external customers
Identify and work with engineering to implement opportunities
for automation
Manage the coordination, documentation and
tracking of critical service requests, ensuring rapid and complete request
Work upstream with Product Support, Service
Operations and Oracle Development organizations to develop and maintain
standard operator procedures and improve time to respond/resolution.
Knowledge, Skills, Abilities, and Background
• Able to work as part of a shift in a 24x7x365 operations team. Must be willing to work non-standard work shift including evenings, holidays and weekends.
• University degree in the field of computer science or equivalent with 3+ years work experience in IT industry
• Excellence in verbal and written communication. Ability to communicate with all levels during critical events
• Strong Technical background in large scale application stacks.
• System administration experience of Linux or Windows Server is required
• Oracle Database or MS SQL Server administration knowledge is required.
• Understanding of any one or more of Apache, Tomcat, JBoss, MySQL, Microsoft IIS, Oracle Fusion Middleware is required
• Knowledge of Taleo Enterprise Edition, Eloqua, RightNow, Responsys, Fusion setup/administration is a plus
• Working knowledge of ITIL framework / certification is a plus.
• Knowledge of JIRA, Confluence, Oracle CX a plus.
• Good interpersonal skills with ability to present ideas in business-friendly and user-friendly language.
• Highly self motivated and directed with keen attention to detail.
• Proven analytical and problem-solving skills with strong customer service orientation.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.