Principal Consultant - Enterprise Apps

Job description

Country/Region: IN Requisition ID: 36731 Work Model: Position Type: Salary Range: Location: INDIA - NOIDA- BIRLASOFT OFFICE # **Title:** **Principal Consultant - Enterprise Apps** Description: ## **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