The Oracle PPM Functional Support Expert provides near-shore expert support to users across the Americas for Oracle Fusion Project Portfolio Management (PPM) and connected applications. Based in Mexico, the role serves as a senior functional and techno-functional reference for the PPM domain.
The position requires strong hands-on expertise across project setup, costing, billing, contracts, project controls, revenue management, and project reporting. The expert takes ownership of complex and business-critical incidents, performs in-depth functional analysis, defines workarounds, supports permanent resolutions, and provides guidance to support teams when needed.
Working closely with global support teams, the role contributes to service continuity within an international Oracle ERP support environment and supports a follow-the-sun operating model.
Your Role:
- Provide expert functional and techno-functional support for Oracle Fusion PPM modules and related satellites used by Americas business users.
- Take ownership of complex or business-critical incidents impacting project delivery, project costing, project billing, revenue recognition, project contracts, project controls, integrations or reporting.
- Perform advanced functional analysis, identify root causes and workarounds, and coordinate permanent resolution with L3, integration teams or Oracle Product Support.
- Act as the near-shore PPM subject-matter expert for the Americas and provide guidance to L1/L2 support teams and business key users.
Specific responsibilities may include:
- Support Project Foundation, Project Costing, Project Billing, Project Contracts, Project Control, Project Performance Reporting, Resource Management and relevant PPM analytics.
- Analyze end-to-end project flows, including project creation, cost collection, capitalization, billing, revenue, contract management, accounting impacts and Finance integration.
- Investigate issues involving PPM satellites, interfaces, reporting, middleware, CRM/opportunity-to-project flows and local applications.
- Prepare clear technical-functional evidence and escalation packages for complex defects or configuration topics.
- Maintain high-quality ticket management and user communication in ServiceNow or the applicable ITSM tool.
- Contribute to regression testing, quarterly release impact analysis, hypercare, knowledge articles, known errors and continuous improvement.
Scope of Support:
- Oracle Fusion PPM: Project Foundation, Project Costing, Project Billing, Project Contracts, Project Control, Project Performance Reporting, Resource Management and related analytics.
- Connected applications and interfaces affecting the project lifecycle, including billing, e-invoicing, CRM, reporting, middleware and local tools.
- Americas business users, project controllers, finance teams, project managers, key users and support teams.
- Expert-level functional analysis, workaround definition, escalation preparation, release validation, hypercare and knowledge transfer.
- Bachelor’s degree in Information Systems, Finance, Engineering, Business Administration or equivalent professional experience.
- Typically 5–8 years of Oracle ERP experience, with strong hands-on expertise in Oracle Fusion PPM.
- Demonstrated functional expertise across Project Foundation, Project Costing, Project Billing, Project Contracts, Project Control and Project Performance Reporting.
- Strong understanding of end-to-end project processes and their integration with Finance, including costing, billing, revenue recognition and accounting impacts.
- Proven ability to troubleshoot complex incidents independently, analyze configuration and transactional data, identify root causes and define practical workarounds.
- Experience in L2/L3 application support, incident management, escalation and collaboration with Oracle Product Support.
- Experience with PPM integrations, reporting tools, interfaces and data flows is strongly expected.
- Fluent English is mandatory; Spanish is expected for local collaboration in Mexico. French is a plus.
Professional Skills Requirements:
- Strong analytical and problem-solving skills with a high degree of autonomy.
- Ability to explain complex PPM topics clearly to business users and technical teams.
- Strong ownership, customer focus and ability to manage critical incidents under time pressure.
- Ability to operate effectively across Mexico, the Americas, India and Europe.
- Structured documentation and knowledge-transfer capabilities.
Success Criteria:
- Complex and urgent PPM incidents are rapidly qualified, owned and progressed to resolution.
- The expert provides a high level of autonomy and reduces unnecessary dependency on the India-based team for Americas-hours incidents.
- Escalations contain complete functional analysis, evidence and business impact.
- Recurring issues are converted into knowledge, corrective actions or permanent improvements.
- Americas users receive reliable support during critical project, billing and closing periods.