4 days old

Oracle ERP Cloud and Oracle R12 Support Specialist

Vertex Inc
Berwyn, PA 19312
  • Job Code
    1185
JOB SUMMARY:

The Oracle and ERP Cloud Support Specialist IV is responsible for providing interface maintenance and integration support of varied ERP and ecommerce interfaces. This role will interact with customers and development partners to ensure that high quality deliverables are implemented. This candidate is considered a lead subject matter expert on the connector support team and accountable for achieving Vertex quality metrics for providing a superior level of customer support/satisfaction and training. This role will ensure that internal and external processes and procedures are developed in support of these efforts.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

  • Provide a high level of proficiency in transaction flows from source system (ERP, eComm, CRM) to transmission files (XML or Json) to Oseries, and the Tax Journal (Transaction Reports and Tax Returns).
  • Strong knowledge in supported transmission types (XML, Rest Json) and record types within each transmission (Address Validation, Quotation Requests, Invoice Request, Accruals, and Purchases,) and processing tools such as SoapUI and Postman.
  • Perform root cause analysis and resolution of connector related issues
  • Assist in the development and improvement of support procedures to ensure a positive customer experience
  • Responsibility for providing regular communication to the stakeholders on the status of customer related issues and/or projects using issue management system (Salesforce and OSVC).
  • Logging defect/enhancement tickets as needed using the JIRA tracking system
  • Achievement of Vertex quality and satisfaction metrics for implementation and ongoing customer support activities
  • Participation in daily/weekly triage and production support meetings
  • Provide new hire and ad-hoc training to Connector Support specialist III and below as well as front line support representatives to ensure that they are properly trained on interface functionality and configurations.
  • Facilitate resolution of customers' issues by logging and verifying bugs/enhancements; updating customer on problem resolution status; working with development to explain reported verified problem resolution; assisting in testing problem resolution fixes.
  • Facilitate interface problem resolution and escalation process
  • Provide guidance and requirements to 3rd party development partners, Solution Managers, Support Representatives and internal development resources so to keep methodologies for developing interfaces to targeted applications efficient and effective.
  • Assist in gathering and documenting requirements from customers as they request new functionality and enhancements to Vertex applications.
  • Lead development and documentation of internal processes/procedures, training material; create knowledge content for the customer Help Center.
  • Maintain a working knowledge of Oracle releases and changes to any ERP functionality. Understanding the ERP marketplace and customer use of ERP modules.
  • Establish strong communication channels with all Vertex departments supporting the alliances effort.
  • Lead or participate in other projects or duties as assigned. Occasional travel may be required.
  • Provide guidance to and mentor more junior team members.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Overview of the integration, and How connectivity between Oracle, Tax Link and Calc engine are setup and managed.
  • Differences between deployment models (on-prem, VOD and Cloud).
  • Oracle terminologies related to O2C and P2P flow. Will help to understand customer's issue.
  • Tax touch points for O2C and P2P flow.
  • Primary tax drivers used in these flow.
  • Purpose of BIP extracts and the functionality behind this.
  • How the Realtime and batch calculation flows work and the tax calculation touch points in Oracle. Apply troubleshooting steps to this process to be able to recognize where the flows can be interrupted.
  • Vertex XML events that are used for AP and AR. Recognize the different events and how they are used for US and VAT scenarios.
  • Purpose of Retry Jobs and how / when to use this feature.
  • Monthly maintenance procedure and how to determine what update number a customer is currently on.
  • Oracle cloning process, and what implications Oracle clone has on our Tax Link. Understand how to resolve connectivity issues that can result from this process.
  • What data to collect from customers on various types of Support tickets.
  • Analyze the data points to determine where the issue is: Oracle ERP, Integration or with O series.
  • Apply the above knowledge to classify the nature of bug / ER and potentially provide workaround / options

EDUCATION, TRAINING:

  • Four-year degree in Business or Computer Science or equivalent education and experience
  • Six (6) years plus of experience with vendor interface development environments and processes
  • Prior sales & use tax experience strongly desired.
  • Experience successfully servicing medium complex client accounts.
  • Applicable ERP certifications a plus
  • Formal Project Management Training preferred.
  • Proficiency with SQL; five (5) years of experience writing queries.
  • Previous experience of enterprise software application in a tax process and consulting services/technology role preferred.

REQUIRED FOUNDATIONAL COMPETENCIES:

Builds Relationships: Fosters open dialogue and obtains shared commitment to proposals; shared ideas and information to promote mutual understanding, respect, and effective decision-making.

Drives for Results: Acts to create opportunities for Vertex or to avoid future problems; has the courage to act with incomplete information rather than simply thinking about it; maintains a focused commitment to achieving enterprise objectives.

Knows the Business: Understands and applies knowledge of Vertex's business and processes to accomplish goals.

Anticipates Customer Needs (internal and external): Establishes and maintains productive relationships with customers and partners, anticipating their needs.

Learns Continuously: Expands own knowledge base to enhance performance; seeks development to increase strengths for current and future needs.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.





Posted: 2021-06-09 Expires: 2021-07-08
Sponsored by:
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Oracle ERP Cloud and Oracle R12 Support Specialist

Vertex Inc
Berwyn, PA 19312

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