Service Consultant supporting Oracle Retail Invoice Matching software applications. Assisting with troubleshooting, client support, development standards and mentoring junior team members.
About the role
- Service Consultant - Xstore POS providing L2/L3 support in Oracle Retail systems. Involved in troubleshooting, configuration, and incident management for POS systems.
Responsibilities
- Provide technical support for Xstore POS systems (both L2 and L3 levels) to resolve system issues related to transactions, integration with backend systems, or hardware malfunctions
- Assist in the configuration and maintenance of Xstore systems, including setup, upgrades, and patches
- Handle escalated technical incidents (L2/L3) related to the POS systems, ensuring timely resolution while maintaining service level agreements (SLAs)
- Identify and diagnose the root causes of issues impacting Xstore operations, providing solutions that prevent recurrence
- Work closely with internal teams (network, infrastructure, development) and third-party vendors to ensure seamless POS system operations
- Develop and maintain user guides, knowledge base articles, and conduct training sessions for store associates on the proper use of Xstore POS
- Monitor system performance, generate reports, and proactively address any performance degradation or technical issues
- Assist in the planning and execution of Xstore POS software upgrades and patches to ensure systems are always up-to-date and secure
- Maintain detailed records of troubleshooting efforts, issue resolutions, and changes made to the system
Requirements
- 2 to 4 years of hands-on experience in providing technical support for Xstore POS systems or similar retail systems
- Strong understanding of Xstore POS application architecture, system integrations (e.g., with MFCS, CRM, ORCE, OMS and OROB), and basic hardware troubleshooting
- Good knowledge of Java/J2EE and frameworks like Spring and Hibernate, with the ability to troubleshoot and enhance backend services
- Excellent problem-solving skills with the ability to analyze complex technical issues and develop effective solutions
- Strong verbal and written communication skills, with the ability to communicate technical issues to non-technical users
- Experience working within a retail environment or understanding retail workflows is highly preferred
- Familiarity with databases (SQL, Oracle) to assist in troubleshooting and query analysis
- Experience with ticketing systems (JIRA), remote desktop tools, and system monitoring tools
- Strong working knowledge of Windows Server, Linux, or similar server environments
- Bachelor's degree in Business, Computer Science, or related field
Benefits
- Comprehensive health coverage with medical insurance for you and family
- Life & personal accident insurance
- Generous parental benefits: maternity and paternity leave
- Retirement benefits
- Tax-saving benefits
- Flexible vacation policy
- Learning & development opportunity
- Own your laptop program
- Employee referral rewards for bringing great talent into OLR
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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