Oracle Fusion Support Analyst

Oracle Fusion HCM Support Analyst

Remote

8+ Years

Key Responsibilities

• Triage, diagnose and resolve HCM incidents and service requests within agreed guardrails, using runbooks and the known-error database.
• Perform setup and reference-data corrections inside agreed guardrails; fulfil standard service requests.
• Triage interface failures and replay known-good classes for HCM-owned seams.
• Escalate to the L3 Module Lead within 30 minutes on P1 events, or wherever resolution falls outside L2 guardrails.
• Classify every ticket with priority, request type and resolution category.
• Support the guided self-service and knowledge assistant rollout for recurring HCM user journeys (absence, timecards, etc.).

Required Skills & Experience

• Hands-on Fusion HCM application support experience.
• Comfort working against runbooks, known-error databases, and a structured escalation model.
• Attention to ticket data quality for downstream SLA reporting.