Senior Analyst - Oracle Sales Cloud

Job Description

Description:

If you desire to be part of something special, to be part of a winning team, to be part of a fun team – winning is fun.  We are looking forward to a Senior Analyst - Oracle Sales Cloud based in Pune, India. In Eaton, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are - it’s in our values, part of our vision, and our clearly defined aspirational goals.  This exciting role offers opportunity to:

 

  • As  Sr.  Analyst, you will participates in all phases of the project lifecycle and consistently delivers business value to our customers, provides technical leadership and assumes overall accountability assigned deliverables

  • You will be responsible for end to end delivery of assigned tasks, modules  involving, Requirements, Analysis, Design, and Development, testing, implementation and post production support.

  • You would ensure that the deliverables meet the desired customer/stakeholder requirements & expectations, quality commitments, delivery schedules, company process and technology considerations. You should set best practices, approach and direction for the technical aspects, for the team

  • Provide day-to-day support, predominantly Medium to High complexity incidents,  that are disrupting normal business operation in a timely manner, to ensure timely, reliable, cost effective service to Eaton  employees and customers.

  • Executes enhancement requests and new requirements using standard Eaton request fulfillment process( Medium to High complexity enhancement requests).

  • Identify and analyze top trends, suggest automations, alternatives to reduce trends/incidents.

  • Helps troubleshoot complex production problems and implements the proper fix.

  • Suggests and builds re-usable components (High complexity).

  • Routinely provide insights into trends and patterns. Reports trends / suggests long term improvements.

  • Works proactively for improving BSC metrics and customer satisfaction.

  • Identify and analyze problems, suggest and recommend alternatives, implement fix to reduce problems/incidents, using various techniques like 8D, RCA etc.

  • Performs preventative maintenance.  Identifies areas where improvements can be made to prevent future production problems and implements the solution before the problem occurs.

  • Utilizes monitoring tools and pro-active monitoring practices to ensure system availability, stability , and performance. e.g. ERROR Log tables.

  • Detects patterns in symptoms and identifies long-term, permanent resolution

  • Drive and promote ITSM best practices

  • Prioritizes incidents to ensure high impact and urgent tickets are worked on priority and taking leadership to ensure no customer impact.

  • Serves as the primary end user contact point for related Support activities and customer escalations. Serves as escalation point for team, for High complexity  issues.

  • Responds to and resolves technical questions and service requests (High complexity)from the User Community.

  • Works closely with other IT support groups and impacted customers for effective resolution and testing of fixes for production support issues, Build rapport with concerned stakeholders.

  • Reporting and Metrics –  define and ,build , monitor, refine reports, metrics, and dashboards.

  • Meet BSC Support Metrics.  Meet/Exceed CSAT score.

  • Documents and create knowledge repository which will helps in providing quick resolution of tickets.

  • Mentor team members as appropriate (Simple to medium complexity).

  • Manage CRs (raise, represent in CAB, execute, close etc.Ensure metrics fulfilment related to Change Management e.g. Change Data Health, Change:Emergency etc.).

  • Assists in governance process.

  • Collaborate effectively with other IT teams to resolve high services and application issues.

Qualifications

Requirement:

  • Demonstrates very good understanding of business processes and in depth knowledge of the technology and applications. Articulate business requirements and challenges faced by users.

  • Analyses/identifies and implements  and enforces best business processes and practices to drive productivity.

  • Able to influence business requirements and IT solutions.

  • Participates in meetings and facilitate discussion that leads to meaningful dialogue and identifies  and documents appropriate system / business requirements.

  • Works on Analysis and Design for requests assigned in addition to development and testing.

  • Provides estimates for effort and schedule for assigned tasks. On-Time Delivery and Quality(per Defect Density).

  • Creates and executes test plans for task and unit level programming deliverables.  Creates test data to prove all test cases.  Executes and documents results of test plans to ensure modules will operation properly in the production environment. 

  • Performs peer review of deliverables/design. Makes recommendations to team  for optimal design / solutions(multiple modules).

  • Assist with unit and integration testing for requests and incidents.

  • Ensures sign-off on all major system deliverables by stakeholders.

  • Performs promotion and migration activities of software and components through the pre-production to production instances; and operational activities.

  • Implements changes in compliance with Eaton practices for change management.

  • Satisfactorily deliver IT services exceeding the established SLAs while maintaining satisfactory customer feedback.

  • Maintains understanding of key processes, schedules, cycles, profiles, etc. for the technical systems in use by a customer.

  • Ability to work independently, work under pressure, adapt to demanding situations and maintain schedules.

  • Provide ad-hoc, one-on-one training as appropriate by assisting users with questions and procedures for increased technology adoption, and to increase productivity.

  • Provide regular, clear, and consistent communication (written and oral) on the status of issues, deliverables prioritization and timing back to IT stakeholders.

  • Consults with customers and IT managers to develop, define, and prioritize work assignments and work delivery.

  • Has input into technical articles and white papers. 

  • Demonstrated process driven orientation, ability to deal with ambiguity and ability to change direction and methods as required (flexible).

  • Demonstrates leadership and active involvement in an on call rotation and resolving issues.  Designs, leads and assists with support activities.

  • Consults with customers and IT managers to propose, develop, define, execute and prioritize work assignments and work delivery.

  • Communicate with customers, suppliers and vendors for issues and resolutions, high complexity. articulated in terms they understand.

  • Communicates effectively with both technical and business personnel to gather requirements, communicate  expectations, identify solutions, and create action plans.

  • Collaborate/share support work / Knowledge  to other team members and third Party applications/teams.

 

 

Yes! Because you are the one we are looking for, we hope to hear from you now!

#LI-RR1

We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.

Job: Information Technology

Region: Asia Pacific
Organization: Corporate Sector

Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: Relocation from within hiring country only
Travel: Yes, 10 % of the Time