Job description: rimini street, inc(nasdaq: rmni) is a global provider of enterprise software products and services, the leading third-party support provider for oracle and sap software products and a salesforce partnerThe company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomesTo date, more than 4,000 fortune 500, fortune global 100, midmarket, public sector and other organizations from a broad range of industries have relied on rimini street as their trusted application enterprise software products and services provider.
The company is widely recognized by clients, leading industry analysts (including gartner, forrester, constellation research and nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with cios and cfos.
We actively seek a senior support engineer, cc&b (oracle customer care and billing) for a remote position located in namer.
We’re building something special at rimini streetA company where people care about each other and trust each other to do the right thingA company where highly intelligent and talented people come together to do challenging and meaningful work that makes a real difference to our clients, ending each day with a sense of achievement and balance in their lives.
Position summary
The role of the senior support engineer, cc&b is to provide exceptional remote-based support for mission-critical cc&b applications as part of our global customer support teamThe position has the responsibility for researching, troubleshooting and supporting multiple cc&b modules for our global clients .the role requires the expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly-configured environments.
Essential duties and responsibilities
Strong cc&b functional and technical expertise.
Solve customer issues using methodical troubleshooting based on expert knowledge of cc&b residential customer in complex technology environments
Experience working on ui maps, bpa scripts, plug-ins, service scripts, bos, service tasks etc.
Experience working on xai/xslt/xpath
Experience working on ouaf framework
Should have broad functional knowledge of cc&b in at least 2-3 core functional areas (billing, payments, credit & collection, financials) including good knowledge of ccb configuration
Good experience in oracle cc&b with strong production support / implementation experience.
Experience in resolving user queries and incidents in the application.
Experience working with external interfaces to 3rd party benefits and integrations
Initiates corrective and root cause analysis action to fix the issues permanently and improve the availability of the application
Familiarity with process integration of cc&b with other utility enterprise and operational systems such as core wam, ebs, mdm, nms, itron, l&g etc.
Good interpersonal communications and analytical ability
Ability to work in team in diverse/ multiple stakeholder environment
Experience and desire to work in a global delivery environment
Provide remote-based functional support for all aspects of the functional features of cc&b residential customer including extensive and in-depth knowledge of the related modules.
Support client customizations, sharing implementation and best practices advice.
Support client systems, sharing system knowledge and best practices advice
Develop application break fixes for critical product defects
Perform duties for one or more key assigned accounts as a technical/functional advisor
Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity
Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
Collaborate with team members in a virtual team environment to extend field experience to different client situations
Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
Additional duties & responsibilities
Other job-related duties and responsibilities may be assigned from time to time
Qualifications/skills/experience: location
Us (east/central/ west), remote
Education
Bachelor degree in computer science or related field or equivalent experience.
Experience
10+ years relevant oracle cc&b experience
5+ years direct support of application end-users in a corporate or similar environment, technical and functional expertise with solid understanding of cc&b residential customer
Expertise with cc&b, including full life-cycle implementation experience, configuration and administration of the application.
Knowledge of oracle maintenance/patching mechanics and cc&b architecture
Demonstrable history solving complex problems across multiple modules
Skills
Superb trouble-shooting skills and tenacity in problem solving.
Passionate focus on customer support and the ability to build long term, successful working relationships with clients.
Strong knowledge of key application functionality, tables and relationships.
Deep knowledge of cc&b customization/extension methodologies.
Excellent development skills using oracle cc&b toolset.
Excellent interpersonal, presentation and communication skills – verbal & writtenAttention to detail and the ability to learn quickly.
Extreme focus on client satisfaction.
Ability to work calmly and professionally in high pressure situations.
The ability to work remotely from a home based office in a virtual environment.
Desired qualifications
The best candidates will have extensive knowledge of multiple cc&b modules across a number of product versions, including proficiency with cc&b module/suite processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology.
A consulting background, while not mandatory, would be useful
Experience with localizations and global implementations would be an advantage
#li-remote company description:
Rimini street, inc(nasdaq: rmni) is a global provider of enterprise software products and services, the leading third-party support provider for oracle and sap software products and a salesforce partnerThe company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomesMore than 4,000 global fortune 500, midmarket, public sector and other organizations from a broad range of industries rely on rimini street as their trusted application enterprise software products and services provider.
The company is widely recognized by clients, leading industry analysts (including gartner, forrester, constellation research and nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with cios and cfosAccording to gartner, the third-party support market will grow to $1.05 billion by 2023, a 200% increaseWith tight it budgets and flat global economic growth, it and procurement professionals are actively looking for proven methods to cut costs while improving serviceRimini street enables organizations to free up budget for strategic business initiatives by delivering savings of up to 90 percent on total maintenance and support costs, and to date, the company has saved organizations over $5 billion in total maintenance costs since its inception.
Be treated like the best
Rimini street hires only the best – and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionalsWe want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience
No bureaucracy, thousand-page rule books or politics — just everyone working together to build a great company through service excellence and client success
Work hard, play hard environment – rimini street is a group of hard-working professionals who are passionate about achieving success, but we also enjoy opportunities to meet up at fun company events
We are also passionate about giving back to our communities around the world, with plenty of opportunities for volunteering and charity through the rimini street foundation
All rimini street professionals are encouraged to grow and learn new skills
Accelerating company growth
Trading on nasdaq under ticker symbol rmni since october 2017
Added to the us russell 2000® index in 2018
Over 2,000 active clients, including 100 of the fortune 500 and global 100
2019 fiscal year revenue of $281.1 million, up 10.9% year over year
Expanded operations in eastern europe, latin america, southeast asia and the middle east in 2019
Launched the global availability of application management services for salesforce, sap and oracle
Recent industry recognition
Received 34 awards in 2019, including 24 awards for excellence in customer service from awards companies such as the international stevie awards, the american stevie awards, and the stevie awards for sales & customer service
Honored with two gold stevie awards for company of the year in 2019,
The rimini street foundation also recognized with a stevie award in 2019 for corporate social responsibility program of the year
In 2019, rimini street also partnered with 68 charities around the world through the rimini street foundation, providing financial contributions, in-kind donations and more than 800 employee volunteer hours, and expanded its charitable work to germany and taiwan.
To learn more about how rimini street is redefining the enterprise software support industry, visit http://www.riministreet.com
Rimini street is committed to creating a diverse and inclusive environment and is proud to be an equal employment opportunity employerAll qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability and protected veterans status or any other characteristic protected by law.
Please note: rimini street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by human resourcesUnsolicited resumes will be ineligible for referral fees.
