Fusion HCM Functional Helpdesk

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• Provide first and second-level functional support for all Oracle Fusion Cloud HCM modules, including Core HR, Benefits, Payroll, Absence Management, Talent Management (Recruiting, Performance, Learning, Career Development), Compensation, and Time & Labor.
• Must have proven functional support experience across multiple Oracle Fusion HCM modules.
• Receive, log, prioritize, and resolve incoming support requests from end-users, ensuring timely and accurate issue resolution.
• Diagnose functional issues, identify root causes, and implement appropriate solutions or workarounds.
• Collaborate closely with users to understand their issues, providing clear explanations and guidance.
• Excellent communication and interpersonal skills with the ability to convey technical information to non-technical users effectively and empathetically.
• Configure and test solutions for reported issues or minor enhancements within Fusion HCM, ensuring adherence to existing design principles and system integrity.
• Must have a strong understanding of Fusion HCM configuration across multiple modules.
• Escalate complex technical issues to the development team or Oracle Support when necessary, acting as the liaison between the user and technical teams.
• Maintain comprehensive documentation of support tickets, resolutions, FAQs, and knowledge base articles to improve efficiency and self-service capabilities.
• Participate in system testing for regular Oracle quarterly updates, patches, and hotfixes, ensuring no regression and that new features function as expected.
• Assist in user training as needed, providing guidance on best practices and new functionalities to reduce recurring issues.
• Monitor system performance and user feedback to identify trends and potential areas for proactive improvement.