Key Responsibilities
• Triage, diagnose and resolve HCM incidents and service requests within agreed guardrails, using runbooks and the known-error database.
• Perform setup and reference-data corrections inside agreed guardrails; fulfil standard service requests.
• Triage interface failures and replay known-valuable classes for HCM-owned seams.
• Escalate to the L3 Module Lead within 30 minutes on P1 events, or wherever resolution falls outside L2 guardrails.
• Classify every ticket with priority, request type and resolution category.
• Support the guided self-service and knowledge assistant rollout for recurring HCM user journeys (absence, timecards, etc.).
Required Skills & Experience
• Hands-on Fusion HCM application support experience.
• Comfort working against runbooks, known-error databases, and a structured escalation model.
• Attention to ticket data quality for downstream SLA reporting.
📌 Oracle Fusion HCM Support Analyst (India)
🏢 Vysystems
📍 India
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