Fusion Cloud PPM; Projects Implementation Support Engineer

Job Description

Do you want to work with exciting customers across all sectors in the industry? If you have a passion for tech, a customer‑centric approach, and a background in helpdesk support, come and grow your career with us. Thrive in this crucial role! Oracle is a technology leader that’s changing how the world does business – and our Customer Success Services (CSS) team supports over 6,000 companies around the world.

If you have a passion for innovation in delivering service excellence with a background in Oracle Fusion Cloud Application implementation and support, we want you on our team!

Oracle Customer Success Services (CSS) is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology. Oracle SaaS applications best unfold their full value and rich capabilities if user adoption, business continuity, technical optimization, and security are addressed proactively. Thousands of customers around the globe rely on CSS for high performance and efficient operation of their most critical business processes on Oracle environments.

As customers grow and mature with their operations, we act as the enabler to enhance product adoption and user experience. Our focus on continual service improvement is a key differentiator. You will be engaged in assisting customers with day‑to‑day queries, creating extensions and enrichments to the implemented product, helping them on their journey to cloud, and managing release activities for quarterly releases.

You may also be part of the customer business teams to help them achieve key business process KPIs.

• As a Fusion Cloud PPM Implementation Support Engineer for UK Government Clients, deliver post‑sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post‑sales technical and functional customer issues directly with customers.
• Act as a main point of contact for customers, facilitating relationships with Support, Product Management, XLOB and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
• Provide strategic support to assure the highest level of customer satisfaction, building and using automated technology and instrumentation to diagnose, document, and resolve or avoid customer issues. You are expected to be an expert member of the technical problem solving/avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on‑site customer visits.

• 3+ years experience with Oracle Fusion Cloud PPM or 5+ years experience with Oracle Fusion Cloud and Oracle EBS PPM
• Eligibility for UK Government Security Clearance, British Nationality required.
• Minimum 5 years UK residency to meet UK Security Vetting (SC) requirements.
• Applying and testing of Oracle Updates
• Strong experience in proving support, configuration and extension services activities.
• Excellent spoken and written English language communication skills.
• Ability to work with multiple teams to address client needs.
• Demonstrate self‑initiative and ability to work independently and unsupervised.
• Hands‑on experience in supporting/integrating and extending Oracle Fusion Cloud PPM.
• Expertise in configuring and optimizing applications, and understanding of performance tuning techniques.

• Fusion SaaS (e.g. OIC, EPM, ERP, SCM, HCM, Payroll)

In this role, you are expected to be an expert member of the problem‑solving/avoidance team and be highly skilled in solving extremely complex, critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management.

This team member may also be sought by customers and Oracle employees to provide expert technical advice.

Career Level - IC4