Product Specialist – Oracle EBS Service Modules
Function: ERP Product / Global Service Technology
Level: Product Specialist
Reports To: ERP Operations Head, India & Asia
Position Summary
Drive the evolution of the Oracle EBS Service product landscape by delivering high-impact enhancements, improving service operations, and leveraging deep functional expertise across Oracle Service and Aftermarket modules. Act as a trusted functional advisor for complex and recurring service-related challenges while partnering with Product Owners to achieve global process convergence , operational excellence, and a standardized target operating model.
Key Responsibilities
Product Enhancement & Process Improvement
- Design and deliver regional Oracle EBS Service enhancements and process improvements.
- Translate business requirements into scalable, standardized solutions aligned with the global target operating model.
- Ensure enhancements support both regional operational needs and long-term enterprise objectives.
Global Standardization & Convergence
- Align regional solutions with global Service strategies and governance standards.
- Balance local operational requirements with enterprise-wide standardization objectives.
- Consolidate regional process variations into common Oracle EBS Service solutions to promote consistency and reduce complexity.
Functional Expertise & Support
- Provide expert-level support to ERP Second-Level Support teams on complex and non-standard service issues.
- Perform deep functional analysis, root-cause investigations, and recurring incident resolution.
- Support continuous improvement initiatives by converting operational challenges into sustainable product enhancements.
Product Roadmap & Prioritization
- Identify, evaluate, and prioritize enhancement opportunities across Oracle Service modules.
- Define scope, business value, and solution direction for future product initiatives.
- Ensure alignment of service enhancements with the organization's ERP target operating model and convergence strategy.
Project Leadership & Governance
- Lead and oversee regional service projects and enhancement initiatives.
- Ensure successful execution, governance compliance, testing, and deployment activities.
Support integration initiatives spanning Service, Order Management, Supply Chain, and Finance functions.
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Supported Oracle EBS Service Modules
- Service Contracts (OKS)
- Installed Base (CSI)
- Field Service
- Depot Repair
- TeleService (preferred)
- Spares Management
- iSupport (preferred)
- Warranty & Entitlement Management
Returns and Repair Management
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Key Stakeholders & Interactions
Product Owner – Service
Prioritization, roadmap alignment, and solution design
ERP Second-Level Support (RUN)
Escalation management and knowledge industrialization
ERP Tech Factory
Delivery of Run, Enhance, and Converge initiatives
Service Operations, Field Service & Aftermarket Teams
Requirements gathering, validation, and adoption
Order Management & Finance Teams
Cross-functional process alignment and integration support
Success Measures (KPIs)
- Enhancement delivery success rate
- Reduction in recurring service and support issues
- Reduction in solution rework and defect rates
- Functional standardization and template conversion rate
Service process adoption and operational efficiency improvements
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Qualifications & Experience
Experience
- 5–8 years of Oracle EBS Service functional experience.
- Strong expertise in Service Contracts (OKS), Installed Base (CSI), Field Service, Depot Repair, and Spares Management.
- Experience working within global or multi-regional Oracle EBS environments.
- Proven involvement in process convergence, standardization, and transformation initiatives.
- Demonstrated ability to analyze recurring operational challenges and translate them into long-term product improvements.
- Strong understanding of end-to-end aftermarket service processes, warranty management, contract administration, repair operations, and service fulfillment.
- Knowledge of integrations across Service, Supply Chain, Order Management, and Finance functions.
Technical Competencies
- Deep expertise in Oracle EBS Service processes, configurations, and business impacts.
- Ability to design scalable and standardized solutions aligned with global templates.
- Strong understanding of enhancement lifecycle management.
- Expertise in integration and process touchpoints across:
- Service Contracts & Entitlements
- Installed Base Management
- Warranty Administration
- Returns & Repair Processing
- Service-to-Cash Processes
- Order-to-Cash (O2C)
- Financial Integration for Service Transactions
Professional Attributes
- Strong convergence and continuous improvement mindset.
- Excellent analytical and problem-solving capabilities.
- Ability to influence stakeholders and drive global process harmonization.
- Leadership skills to mentor junior team members and guide functional discussions.
- Strong communication, collaboration, and stakeholder management skills.
Customer and service-oriented mindset focused on operational excellence.
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Preferred Profile
A collaborative Oracle EBS Service functional expert who can balance regional service requirements , global standardization objectives , and product evolution priorities while improving service delivery, aftermarket operations, and customer experience across the enterprise.
