Systems Program Manager

Oracle•Nashville, TN

8d•$51,900 - $132,400

About The Position

The Systems Program Manager serves as a point of contact for SharePoint/Confluence support and provides technical support by troubleshooting and resolving moderately complex issues involving assigned Oracle products. The role prepares and conducts training for product releases and functionality updates, partners with internal teams to report and resolve design, reliability, and maintenance issues, and maintains service request and product documentation. The position also creates Knowledge Base articles and troubleshooting guides, consults internal teams and stakeholders on advanced customer situations, and uses automation and tooling, including AI assistance, to investigate common issues and recommend support improvements. The role begins collaborating with management on product, process, and customer experience improvement initiatives. The position supports customer relationships and advocacy through phone, electronic, or in-person interactions; researches, recreates, and tests technical issues; follows up on service requests; and escalates complex issues when needed. It contributes to cross-functional training, workshops, and initiatives, reviews its own support performance metrics, and builds awareness of team performance. Additional duties may include providing on-site technical assistance and case consultation as a Vertical Lead, coordinating product training and release preparations, or providing translation services for technical and non-technical inquiries. The role independently manages work and deliverables, collaborates across teams, addresses standard and non-standard problems, pursues continuous learning, and recommends process and workflow improvements. Oracle lists a U.S. hiring range of $51,900 to $132,400 per annum, with possible bonus and equity eligibility. The posting describes a comprehensive benefits package, including health coverage, retirement savings, paid leave, parental leave, adoption assistance, and other benefits.

Responsibilities

Serve as a point of contact for SharePoint/Confluence support and customer inquiries through phone, electronic, or in-person channels.
Provide technical support by answering questions and troubleshooting and resolving moderately complex issues involving assigned products.
Prepare and conduct training for new product releases and functionality updates.
Research, recreate, and test advanced technical issues, and contribute to delivering resolutions.
Follow up with customers on service requests, communicate resolutions, and escalate complex technical issues to appropriate teams.
Partner with internal teams to report design, reliability, and maintenance problems or bugs and contribute to their resolution.
Document service-request activities and product information, and create troubleshooting guides and Knowledge Base articles for non-routine events or resolved issues.
Maintain understanding of assigned Oracle product ecosystems and customer environments, and consult internal teams and stakeholders on advanced customer situations.
Participate in cross-functional training, workshops, collaborative projects, and business initiatives.
Use automation and tooling, including AI assistance, to investigate root causes of common issues.
Identify frequently reported issues and recommend ways to reduce repetitive issues and improve support processes, workflows, guidelines, and practices.
Collaborate with management on product, process, and customer experience improvement projects and initiatives.
Review and execute personal support service performance metrics and build awareness of team performance.
Independently manage work, timelines, and deliverables; prioritize tasks and adapt to resource or timeline changes.
Collaborate across teams, align expectations, and build partnerships informed by stakeholder and customer needs.
Identify and address standard and non-standard issues, analyze information from multiple sources, and escalate complex issues appropriately.
Seek learning and feedback, stay current with industry trends and practices, and contribute to knowledge sharing.
Develop and recommend process, protocol, and workflow improvements.
As needed, provide on-site technical assistance and complex-case consultation, review cases, recommend troubleshooting steps, and assist with technical reviews of issue drafts.
As needed, conduct internal training, maintain product training content, lead release preparations, coordinate case transfers and feature work, and contribute to knowledge documentation.
As needed, provide verbal translation services for technical and non-technical product and service inquiries, including niche or technical terminology, and assist with escalations.