Oracle Helpdesk Functional Architect (Enterprise Applications)

Job description

Principal Consultant - Enterprise Apps Area(s) of responsibility Job Description -- Oracle Helpdesk Functional Architect Role Title Oracle Helpdesk Functional Architect (Oracle Fusion HCM / HR Helpdesk) Role Overview The Oracle Helpdesk Functional Architect will lead the end-to-end design, governance, and optimization of Oracle Fusion Helpdesk as an enterprise case management platform. This role is responsible for defining scalable helpdesk architecture, ensuring SLA-driven service delivery, enabling self-service/automation, and aligning the solution with business objectives. The architect will drive transformation from legacy ticketing systems to a centralized, intelligent service model leveraging Oracle capabilities. Key Responsibilities 1. Solution Architecture \& Design Define end-to-end architecture for Oracle Helpdesk including: Case management model (queues, categories, subcategories) SLA, escalation, and prioritization frameworks Knowledge management architecture Lead fit-gap analysis and map business requirements to Oracle Helpdesk capabilities Design scalable, standardized service delivery model across multiple business units Ensure alignment with Oracle best practices and product roadmap 2. Helpdesk Operating Model \& Governance Define enterprise Helpdesk Operating Model (L1 / L2 / L3 support design) Establish: SLA governance framework Escalation matrix and support workflows Service catalog and request taxonomy Drive governance for service quality, backlog management, and resolution efficiency Align helpdesk processes with enterprise ITSM / HR service delivery frameworks 3. Functional Leadership \& Configuration Oversight Provide architectural oversight on: Case routing, assignment rules, and workflows Smart text, templates, and automation capabilities Knowledge base structure and content strategy Review and approve configuration changes and enhancements Ensure design consistency across modules, integrations, and updates 4. AI, Automation \& Self-Service Strategy Define and implement AI-driven deflection strategies to reduce ticket volumes Drive adoption of: Self-service portals Chatbots / virtual agents Automated case routing and resolution Identify continuous improvement opportunities to enhance employee experience Experience Level Senior Level