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Oracle Senior Support Services Owner in Topeka, Kansas

Job Description

To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.

Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

Job duties are varied and complex utilizing independent judgment. May have project lead role.

Responsibilities

  • Manage complex external client relationships with a high degree of variability

  • Influence client support strategy focusing on value achievement and targeted outcomes

  • Develop complex continuous improvement strategies

  • Act as the single point of contact for cross-organizational support escalations

  • Provide support processes expertise and advise on expectations for both internal stakeholders and external clients

  • Contribute to internal team value and improvements

People Management Responsibilities (for associates with one or more direct reports):

  • Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution.

  • Delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. Identify associates and team priorities based on business direction and adjust when needed.

  • Lead by example and share knowledge and experiences with associates and team. Create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments.

  • Provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates' development.

  • Identify the right talent to achieve the desired results. Promote and build a diverse and cohesive team to accomplish objectives and align associates' skills to fill gaps.

Basic Qualifications

  • At least 8 years total combined related work experience and completed higher education, including:

  • At least 2 years of healthcare information technology (HCIT) consulting, support, project/program management, client relationship management, and/or other client-facing or HCIT solution work experience

  • At least 6 years of additional work experience directly related to the duties of the job and/or completed higher education

Preferred Qualifications

  • Bachelor's degree or equivalent relevant work experience

  • Experience working with Federal government departments is preferred

  • Experience with health care IT, account management, or client operations is preferred

Expectations

  • Perform other responsibilities as assigned

  • Willing to participate in on-call rotation as needed

  • Willing to travel up to 60% to 100% as needed

  • Willing to work additional or irregular hours as needed and allowed by local regulations

  • Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within the scope of the position

Range and benefit information provided in this posting are specific to the stated location(s)

New York City Pay Range: from $39.52 to $69.23 per hour; from $82,200 to $144,000 per annum; eligible for equity.

Colorado Pay Range: from $35.34 to $65.58 per hour; from $73,500 to $136,400 per annum; eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle offers a comprehensive benefits package which includes the following:

  1. Medical, dental, and vision insurance, including expert medical opinion

  2. Short term disability and long term disability

  3. Life insurance and AD&D

  4. Supplemental life insurance (Employee/Spouse/Child)

  5. Health care and dependent care Flexible Spending Accounts

  6. Pre-tax commuter and parking benefits

  7. 401(k) Savings and Investment Plan with company match

  8. Flexible paid time off (unlimited or accrued vacation and sick leave)

  9. Paid parental leave

  10. Employee Stock Purchase Plan

  11. Adoption assistance

  12. Financial planning and group legal

  13. Voluntary benefits including auto, homeowner and pet insurance

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you would like accessibility assistance or accommodation for a disability at any point, let us know at +1.888.404.2494, Option 1.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer

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