Systems Program Manager

Oracle • Nashville, TN

1d

About The Position

Serves as a point of contact for SharePoint/Confluence support and provides technical support for assigned Oracle products. The role troubleshoots and resolves moderately complex customer issues, prepares and delivers training for product releases and functionality updates, and partners with internal teams on design, reliability, and maintenance issues. It also maintains service request and product documentation, creates Knowledge Base articles and troubleshooting guides, and consults with internal teams and stakeholders on advanced customer situations and technical issues.

The position uses automation and tooling, including AI assistance, to help identify root causes of common issues and recommends improvements to support processes, workflows, guidelines, and best practices. It contributes to product, process, and customer experience improvement initiatives and reviews its own support performance metrics.

Additional responsibilities may include serving as a Vertical Lead by providing in-person technical assistance, reviewing cases, guiding troubleshooting, supporting internal training, coordinating release preparations, and contributing to knowledge documentation. Services Translation responsibilities may include providing verbal translation for technical and non-technical product and service inquiries, including niche technical terminology, and assisting with escalations. The role independently manages work and timelines, collaborates across teams, addresses standard and non-standard problems, and contributes to continuous learning and process improvement.

Responsibilities

• Serves as a point of contact for customers and facilitates customer relationships, responding to inquiries by phone, electronically, or in person.
• Answers technical questions and troubleshoots and resolves moderately complex issues related to assigned Oracle products.
• Prepares and conducts training for product releases and functionality updates, providing user guidance as needed.
• Researches, recreates, and tests advanced technical issues, and contributes to resolution, including through fix delivery and product certification as applicable.
• Follows up with customers about service requests, communicates resolutions, confirms issues are resolved, and escalates complex issues to appropriate technical teams.
• Reports design, reliability, and maintenance problems or bugs and partners with internal teams to contribute to resolving routine and non-routine issues.
• Documents service request activities and product information through resolution, using troubleshooting guides and Knowledge Base articles.
• Creates troubleshooting guides and Knowledge Base articles for non-routine events and resolved issues.
• Maintains understanding of assigned Oracle product ecosystems and customer environments and consults internal teams and stakeholders on advanced customer situations and technical issues.
• Participates in cross-functional training, workshops, and collaborative projects and initiatives.
• Uses automation and tooling, including AI assistance, to identify root causes of common issues.
• Identifies frequently reported issues and recommends ways to reduce repetitive issues, escalating as needed.
• Recommends enhancements to support processes, workflows, guidelines, and best practices based on customer feedback and operational insights.
• Collaborates with management on initiatives to improve products, processes, and customer experience.
• Reviews and executes personal support service performance metrics and builds awareness of team performance.
• When needed as a Vertical Lead, provides on-site and in-person technical assistance and case consultation to the Technical Support team.
• When needed as a Vertical Lead, reviews cases, provides troubleshooting guidance, recommends next steps, assesses product-related issues, and assists with technical reviews of issue drafts.
• When needed as a Vertical Lead, conducts internal training and learning sessions, serves as a point of contact for products or features, maintains training content, and leads release preparations.
• When needed as a Vertical Lead, coordinates case transfers and feature discussions between the Vertical and other teams or product areas, and contributes to knowledge documentation.
• When needed for Services Translation, provides verbal translation for technical and non-technical inquiries, including niche technical terminology, and assists with escalations.
• Independently manages work, timelines, and deliverables; prioritizes work and adapts to resource or timeline changes.
• Collaborates across teams, aligns expectations, develops understanding of stakeholder and customer needs, and listens to diverse perspectives.
• Identifies and addresses standard and non-standard issues, analyzes information from multiple sources to troubleshoot errors, escalates complex issues, and shares knowledge and best practices.
• Pursues continuous learning and contributes to team learning and knowledge sharing.
• Develops and recommends process, protocol, and workflow updates to improve team efficiency and effectiveness.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion
• Short-term and long-term disability
• Life insurance and AD&D
• Supplemental life insurance for employees, spouses, and children
• Health care and dependent care flexible spending accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off, including flexible or accrued vacation for eligible employees
• 11 paid holidays
• Paid sick leave
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal benefits
• Voluntary benefits, including auto, homeowner, and pet insurance
• May be eligible for bonus and equity

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed