About this role
At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
Key Responsibilities
- Resolve L2/L3 incidents and service requests in Oracle Fusion Service / Field Service (OFSC), or in EBS Service modules where applicable.
- Support service request management, installed base / asset tracking, service contracts, entitlements, warranty and depot repair flows.
- Support field service dispatch, scheduling, technician mobility, parts/debrief and integration with inventory and billing.
- Act as functional lead: review solutions, guide the offshore team and own the quality of RCA and fixes (Lead/onsite positions).
- Gather requirements for minor enhancements; write functional specs; configure and test changes.
- Run regression testing for Oracle quarterly updates and support UAT with business users.
- Work with the business (customer service, field engineering) to resolve process gaps and improve adoption.
Required Skills & Experience
- 9 to 12 Years relevant experience
- Strong functional experience in Oracle Service Cloud / Fusion Service and/or Oracle Field Service (OFSC), or EBS Service (TeleService, Field Service, Install Base, Service Contracts).
- End-to-end understanding of service lifecycle: call-to-resolution, contracts/entitlements, field dispatch, parts and billing.
- AMS experience with SLA-driven ticket handling.
- Ability to write functional specs and test scripts and to work with technical teams.
- Onsite positions: strong client-facing and stakeholder-management skills.
Preferred / Good to Have
- Oracle Cloud CX Service / Field Service certification.
- Experience in a high-tech or capital-equipment service organisation.
Education
B.E. / B.Tech / MCA / M.Sc or an equivalent degree (B.Com / M.Com / CA / MBA Finance acceptable for finance roles).