Job Description
Building off our Cloud momentum, Oracle has formed a new organization - Oracle Health Applications & Infrastructure. This team focuses on Tier 3, in-depth client support for Oracle Health products, while the organization builds out a complete platform supporting modernized, automated healthcare. This is a net new line of business, constructed with an entrepreneurial spirit that promotes an energetic and creative environment. We are unencumbered and will need your contribution to make it a world class engineering center with the focus on excellence. At Oracle Health, our mission is to improve healthcare and quality of life globally through better experience and easier access to health and research data for patients and healthcare providers
Troubleshooting technical client issues involving databases, applications tools, networks, etc. Tasked with possessing an in depth understanding of the technical code base for their proprietary product(s), as well as integrating products and to use this knowledge to push issues to resolution. This work includes paths involving both identifying issues with end user workflows, as well as issues caused by code defects, and identifying the line of code where the defect is present and proposing potential fixes. This role partners closely with our development teams. The resource is also expected to be client-facing and be able to communicate with both internal and external stakeholders to relay progress and next steps. The candidate is expected to be highly independent and ready to excitedly dive into our on-the-job training that is provided, upon hire.
Responsibilities
Minimum Requirements:
U.S. Citizenship on U.S. soil is required. This position requires you to be eligible to receive a federal security clearance which requires you to be a U.S. Citizen.
Bachelor of Science degree in Computer Science, Computer Engineering, Software Engineering, Computer Information Systems, Information Systems, Information Technology or related field, or equivalent, relevant work experience
SQL skills
Splunk experience
Troubleshooting code
Preferred Requirements:
Experience with cloud-based applications
Experience with Java, C++, VBA, SQL
Experience with Oracle Cerner Millennium
Career Level - IC2
Responsibilities:
Troubleshoot client issue for databases, applications, tools, networks, etc.
Create/execute troubleshooting queries to help identify issues and issue impact.
Gather and analyze log files to identify potential failure source through the use of various troubleshooting tools such as Splunk, Blackbird, BMC Appsight, etc. Understand integration points with related Products and where failure points could appear
Identify and communicate workarounds when necessary for client requirements.
When applicable, identify line of code causing issue, work with Service Team to identify path to resolution of defects/enhancements
Provide technical documentation to Service Team with recreation and causal details
Recommending potential paths for correction to Service Teams taking into account client needs, custom workflows, potential custom scripts for a unique client, etc.
Participate in Service Team daily/weekly stand up meetings to help prioritize current issues based on impact/work effort
Prioritize tickets in queue based on high impact clients, including High Touch, Focus Client, Upgrade Issues, Testing Partner, and Federal
Provide 24x7 On Call Support for all Products for critical incidents
Directly communicate regular updates to both internal and external stakeholders
Assist with Contact Driver ideation and reduction. Engineers are responsible for identifying path to eliminate problematic/repeat volume.
Potential paths to reduction can include creating scripts for 'self heals', working on enhancement/defect improvements, etc.
Engage in Major Incident Review to identify paths to reduce and eliminate high impact issues.
Participate in and drive CAPA discussions to further identify paths to eliminate high impact issues
Possess in-depth knowledge of multiple products/coding languages and be able to communicate understanding to assist other stakeholders, including Tier 2 resources
Formal mentoring of both T2 and T3 resources to assist with career development as well as knowledge retention
Assist with new Products/new code being turned over to Support from Service Teams via OHRM to ensure proper details and documentation are provided to assist with future issue investigations
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $33.94 to $67.88 per hour; from: $70,600 to $141,200 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC2
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
