- 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-positive 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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