Key Objective: 1. Working in Solution Support Center (SSC) in Greater China to deliver pro-active and reactive technical support to customers, both onsite or at office. 2. Developing set of standard deliverables to customers in managing and maintaining environments. 3. Assisting customers to maximize the stability, availability and performance of their critical business systems. 4. The job is based in Shanghai.
Responsibilities: 1. Support & Maintenance on Hyperion products suite & OBIEE (such as Hyperion Planning, HFM, Hyperion BI+, Essbase, OBIEE and OBIA). 2. Tasks ranging from troubleshooting, technical assessments, like configuration assessment, performance review and tuning, patch analysis, knowledge transfer, SR follow-up, pro-active software advice, cloning and upgrade. 3. Provide 24x7 emergency support services to China and Asia Pacific customers. 4. Working effectively and forming effective professional relationships with Oracle Service Delivery Managers (SDM), Oracle Product Support and customers, at all levels, to ensure customer satisfaction with Oracle's products and support organization. 5. Respond and resolve service requests within Key Performance Indicator (KPI) targets. 6. Develop high quality, standard deliverables and methods to promote efficient service delivery. 7. Research and respond to technical enquiries from customers. 8. Maintain an up-to-date and in-depth knowledge of new products released in the market. 9. Maintain product expertise within own area of specialization. 10. Contribute continuous development to the team.
Qualifications 1. B.A./B.S. in a technical field or equivalent experience required. 2. At least 5 years solid , technical, and hands-on experience in Hyperion/OBIEE Support or Implementation (HFM / HP / OBIEE), 3. The ideal candidate will have extensive knowledge in some or all of the following: i. Hyperion Planning (11.1.2.x or above) ii. Hyperion Financial Management (11.1.2.x or above) iii. Hyperion Essbase iv. Hyperion BI+ v. OBIEE vi. OBIA 4. Proficient in HP/HFM version 11.1.2.x. HFM includes FDM/FMDEE and interface with HP. 5. Previous experience in installing, implementing and configuring HP/HFM/OBIEE as well as applying patches and upgrading a HP/HFM/OBIEE application. 6. Knowledge of HP/HFM Infrastructure, Shared Services, Web UI, Workspace, FR, EPMA, WebLogic App Servers (clustered) and Oracle / Essbase DB. 7. Fluent in English and Mandarin is essential. 8. Candidate with fewer years of working experience will also be considered as Technical Analyst. 9. Installation / Configuration / Administration of OBIEE/OBIA components a) Implement OBIEE/OBIA migrations across environments b) Applying patches to fix bugs/to upgrade new functionalities and features c) Understand Schedule, Maintenance and Installing of releases, Backup and Restore activities d) Managing the OBIEE/OBIA repositories and Usage Tracking e) Implementation experience with high availability architecture for Hyperion/OBIEE/OBIA and scalability solutions f) OBIEE/OBIA Environment tuning and performance monitoring and support g) Implementation experience with multiple authentication providers includes LDAP and AD Authentication Good to have Skillsets / Experience for OBIEE a) Proven experience delivering enterprise-wide BI, analytics, performance management and data warehouse solutions. b) Direct hands-on experience working with OBIEE, Informatica, DAC, Oracle SQL/PLSQL (development) c) Exposure to ODI, Informatica/DAC as part of OBIA suite d) Exposure to OBIEE 12c administration e) Exposure in working in multiple DBs like Oracle, SQL Server, MySQL, Essbase etc f) Working knowledge of data modeling both relational and dimensional
PERSONAL SPECIFICATION 1. Proven success of working on own initiative and managing client/end users expectations 2. Excellent verbal and written communication skills. 3. Ability to prioritize work and estimates time for task completion. 4. Able to multi task and handle several tasks at a given time. 5. Solid customer facing experience. 6. Ability to work under pressure in escalated situations. 7. Independent working capability. 8. Self motivated and resourceful. 9. Team work essential. 10. Good presentation skills. 11. Willing to share knowledge and mentor other team members 12. Willingness to travel in GC as requested.
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