Principal Consultant - Enterprise Apps
Job 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