Model • thalwil
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About EF
At EF, we’re in a different kind of business. One that’s a little less tangible, and a lot more important. Because our business, what we make, makes everything else possible. We’re in the Business of Understanding. Between people. Between cultures.
For over half a century we’ve been the leader in international educational programs and experiences designed to foster such understanding. Through Language, Cultural Exchange, Academic Studies, and Educational Travel, we create immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.
The Role
The Global Technical Solution Manager, Oracle HCM provides hands-on operational support and technical delivery across EF’s Oracle HCM landscape covering 51 countries.
This is an operational role, not a project role. It is designed for someone who can work directly in Oracle HCM, configure solutions in the live and test environments, test thoroughly, manage ticket and enhancement demand through a controlled support model, and partner closely with business teams and the AMS provider to deliver high-quality outcomes.
The role is accountable for supporting and enhancing Oracle HCM across modules CoreHR, Time and Labor, Absence Management, Recruiting, Redwood user experience, and Journeys, while ensuring that changes are delivered in a controlled, scalable, and business-aligned way.
A significant part of the role is to manage and control support requests and enhancement demand through the ticketing portal, ensuring requests are properly assessed, prioritised, configured, tested, deployed, and validated in partnership with the AMS team. Strong knowledge of Oracle Integration Cloud (OIC) is advantageous.
Key Responsibilities
Oracle HCM Operations & Technical Delivery
- Provide hands-on technical support of the Oracle HCM landscape across 51 countries.
- Perform direct configuration across CoreHR, Time and Labor, Absence Management, Recruiting, Redwood pages, and Journeys.
- Support live business operations by resolving issues, delivering approved changes, and maintaining platform stability across the HCM landscape.
- Work closely with business teams to understand requirements, translate them into practical Oracle HCM solutions, and deliver changes directly in the system.
- Configure and extend delivered Oracle HCM Redwood pages through VB Studio Express mode.
- Configure and maintain Oracle Redwood Journeys Setup, including Journey Templates, Task Library, Task Groups, and Guided Journeys.
- Enable and support Guided Journeys on Redwood pages through VB Studio Express mode.
- Configure and support onboarding journeys, including preboarding tasks and access, as well as offboarding journeys.
- Ensure the Redwood user experience supports a modern, consistent, and scalable employee and manager experience.
Ticketing Portal Control & AMS Partnership
- Manage and control support tickets, service requests, and enhancement demand through the business ticketing portal.
- Work in close partnership with the AMS team to assess, triage, prioritise, and govern incoming requests.
- Ensure requests are taken through impact assessment, solution design, configuration, testing, deployment, and post-release validation in a structured and controlled way.
- Operate effectively in a business support model governed through ticketing, with strong ownership, responsiveness, and quality control.
- Drive sustainable resolution of recurring issues, not just ticket closure.
Testing, Release Readiness & Change Quality
- Co-system testing, regression testing, and validation for configuration changes, fixes, and enhancements in partnership with AMS.
- Review Oracle quarterly release content, assess business impact, coordinate testing, and implement required updates.
- Ensure changes are deployed in a controlled and well-documented manner with minimal operational risk.
- Provide clear visibility into ticket demand, solution quality, key risks, and operational dependencies.
- Support a strong partnership model between the business and AMS, ensuring the right issues are prioritised and delivered with the right level of control and technical quality.
Required Experience & Skills
Oracle Fusion Cloud HCM Expertise
- 8–12+ years of Oracle HCM experience, including strong hands-on experience in Oracle HCM.
- Deep functional and technical knowledge of CoreHR, Time and Labor, Absence Management, Recruiting, Redwood user experience, and Oracle Journeys.
- Strong hands-on configuration capability within Oracle HCM.
- Proven experience extending delivered Redwood pages through VB Studio Express mode.
- Proven experience configuring Oracle Redwood Journeys Setup, including Journey Templates, Task Library, Task Groups, and Guided Journeys.
- Direct experience supporting onboarding journeys, including preboarding tasks and access, and offboarding journeys.
Operational Support & Ticket Governance
- Strong experience working in a live business operational model controlled through a ticketing portal.
- Proven ability to manage and control support tickets, enhancement requests, and operational change demand in partnership with an AMS support team.
- Comfortable taking requests from intake through to configuration, testing, deployment, and validation.
- Strong troubleshooting and problem-solving capability across live operational issues.
Technical & Integration Knowledge
- Strong understanding of Oracle HCM architecture and module dependencies.
- Knowledge of Oracle Integration Cloud (OIC) is a strong advantage.
- Experience with integrations, workflows, approvals, security, and related technical dependencies is beneficial.
Nice to Have
- Experience operating in a multi-country service model with managed services support.
- Exposure to automation or service optimisation within Oracle HCM operations.
- Exposure to automation or AI-assisted operations.
What Success Looks Like
- Stable and predictable Oracle HCM operations across 51 countries.
- Strong control of ticket and enhancement demand through the business ticketing portal.
- High-quality partnership with the AMS team, with clear ownership and effective delivery of support and enhancement requests.
- Redwood pages and Journeys configured and maintained to support a modern and consistent employee and manager experience.
- Quarterly Oracle releases delivered with strong testing discipline and minimal business disruption.
- High confidence from business stakeholders in the quality, responsiveness, and control of the Oracle HCM platform.
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