Support Engineer, Oracle EBS Financials

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support, products and services, the leading third-party support provider for Oracle and SAP software and a Salesforce and AWS partner. The Company has operations globally and offers a comprehensive family of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software, and enables clients to achieve better business outcomes, significantly reduce costs and reallocate resources for innovation. To date, over 5,500 Fortune 500, Fortune Global 100, midmarket, public sector, and other organizations from a broad range of industries have relied on Rimini Street as their trusted enterprise software solutions provider. To learn more, please visit riministreet.com, and connect with Rimini Street on Twitter, Instagram, Facebook and LinkedIn. (IR-RMNI)

Position Summary

The role of the Support Engineer, Oracle EBS Financials is to provide exceptional remote-based support for mission-critical Oracle eBusiness Suite Financials modules as part of our global Application Managed Services support team.

Essential Duties & Responsibilities

• Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of Oracle applications functionality and develop an action plan to resolve issues, either directly or through promotion to our Product Support Team (L4).
• Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting.
• Work closely with end users daily to understand their needs, support business change and deliver a consistently high-quality customer experience.
• Replicate reported issues as needed for troubleshooting.
• Provide new or modified application configuration to resolve incidents.
• Advise end users and junior coworkers on application functionality and capabilities.
• Recommend changes to training based on incident volumes and trends.
• Create scripts to identify, analyze and correct data issues.
• Design and document new or modified existing reports (BI Publisher, Discoverer, etc.), workflow, interfaces, etc.
• Thoroughly document change requests, test results, and approvals
• Develop test scripts for new/changed application capabilities.
• Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours.
• Collaborate with team members in a virtual team environment to extend field experience to different client situations.
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.

Education & Certification

• Bachelor’s Degree in computer science or related field or equivalent experience
• ITIL certification is a plus.

Language

• Advanced in both English & Portuguese

Location

• Remote - Brazil

Experience

• 5+ years of Oracle eBusiness Suite experience
• 3+ years direct support of application end-users in a corporate environment
• Functional expertise with solid understanding of underlying data flow, tables, and functionality in Oracle EBS Financials suite of modules (GL, FA, MOAC, SLA, etc.), knowledge in PA, iExpenses, AME, AP, CE, AR, is a plus.
• Expertise with Oracle EBS 11i & R12, including full life-cycle implementation experience, configuration, and administration of the application.
• Knowledge of Oracle maintenance/patching mechanics and EBS architecture
• Demonstrable history solving complex problems across multiple modules.
• Configure Oracle applications based on BR.100 documents.
• Produce functional specification (MD050) and test scripts documents for custom objects.
• Test RICE objects referring test documents (TE.040)
• Train client business users on Oracle Applications.
• Work closely with client Oracle SMEs and Management.
• Experience with helpdesk tools like ServiceNow / Jira / Salesforce.

Additional Duties & Responsibilities

• Participate in a 24x7x365 On Call rotation with other team members, across different time zones.
• This position is required to support clients in specific business hours.
• Share / replicate knowledge and create internal training material for peers.

Skills

• Superb trouble-shooting skills and tenacity in problem solving.
• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients.
• Create scripts to identify, analyze and correct data issues (PL/SQL)
• Strong knowledge of key application functionality
• Excellent English communication skills – verbal & written are required.
• Attention to detail and the ability to learn quickly.
• Extreme focus on Client satisfaction
• Ability to work calmly and professionally in high pressure situations.
• The ability to work remotely from a home-based office in a virtual environment.
• Understanding of underlying Supply Chain Management data flow, tables and functionality in Order Management, Inventory, Shipping, Purchasing and Receiving (including Workflow) modules would be advantage.

Desired Qualifications  

• The best candidates will have knowledge of multiple Oracle EBS Financials modules across releases (11i & R12) including proficiency with product module business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology. 
• Experience with localizations and global implementations would be an advantage.

Why Rimini Street?

We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: 

• Company
  • We dream big and innovate boldly.  

• Colleagues
  • We work with extraordinary people who create a culture of mutual respect and collaboration. 

• Clients
  • We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service. 

• Community 
  • We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

• Nasdaq-listed under ticker symbol RMNI since October 2017 
• Over 5,500 signed clients, including over 180 of the Fortune 500 and Global 100 companies
• Over 2,000 team members in 23 countries
• US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/ 

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. 

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com 

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources.  Unsolicited resumes will be ineligible for referral fees.