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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

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