Oracle Service Cloud Consultant

Published date Posted on Indeed on Jun 16, 2021

Oracle CX Service Cloud (B2B, Field Service, Service Logistics, Depot Repair) Sr. Consultant to lead and manage Oracle CX Service Cloud initiatives.
In this role you will work closely with the IT and customer service leaders to build the roadmap for Oracle CX Service Cloud platforms to support the business unit strategy and objectives.

Responsibilities:
Serve as our internal expert in the Oracle Service Cloud platforms and ecosystem.
Ultimately manage and coordinate the other technical Oracle CX Cloud Administrators & Developers.
Responsible for the integrity and maintenance of the Oracle Service Cloud platform - Keep us clean & simple!
Translate business requirements into technical requirements or stories for development
Act as the Sr. Business Analyst (BA) for internal teams to translate business requirements into technical requirements & user stories.
Manage backlog, enhancements, and defects pulling in resources where needed to drive to resolution.
Propose new ways of working to maximize efficiency within our internal team and with external partners.
Lead future configuration, integration and implementation including architecture, design, system testing, and user acceptance testing.
Document technical requirements, architecture, and design of deployment and integration of the Oracle Sales & Service Cloud solutions.
Identify & support the implementation of new Oracle Service Cloud features & functions in response to business needs.
Respond to issues & requests from users throughout the global organization, including technical & functional issue resolution, data load management, data quality and training on new features & functionality.
Ensure proper documentation on Business Requirements, Training Materials, Functional Design, Process & Data Flows, Use Cases & Test Plans/Scripts
Communicate project status to executive stakeholders via status reports & project meetings.
Ensure adherence to Customer IT policies.
Own the daily functional relationship with vendors, consultants, and Oracle support.
Complete regular internal system audits and prepare for upgrades as required by policy.
Stay current with periodic Oracle Service Cloud releases and advise business partners on applicable updates & feature enhancements.
Participate actively in change management efforts to implement better practices, new processes & improvements in overall performance.

Requirements

Bachelor's degree required.
Minimum 10 years of experience in implementing Oracle CRM.
Minimum 5-7 years of Oracle CX products including Service Cloud (Engagement, Field Service, Service Logistics, Depot Repair) experience, including customizing objects, workflow, and validation rules.
Prior experience executing a global Oracle Service Cloud implementation for highly matrixed organization.
Must have knowledge of Oracle Service Cloud security (roles, profiles, role hierarchy and sharing rules) & a strong understanding of relational data.
Global project management experience, with an emphasis on sales automation and/or analytics & reporting.
Ability to manage several projects simultaneously, delivering high quality work while under significant deadline pressure.
Experience with data clean up procedures and tools.
Ability to translate business objectives regarding service strategy & methodology into technical requirements.
Excellent overall business acumen & organizational savvy.
Strong record of achievement, with solid analytical skills & an entrepreneurial hands-on approach to work.
Oracle Service Cloud Certifications (Oracle B2B Service Implementation Specialist, Oracle Customer Data Management Implementation Specialist) a STRONG plus.
Data Modelling experience a plus.
Experience with BI Publisher/OTBI a huge plus.

Job Types: Full-time, Contract

Pay: $127,000.00 - $180,995.00 per year

Schedule:

  • Monday to Friday

Education:

  • Bachelor's (Preferred)

Work Location:

  • Fully Remote

Work Remotely:

  • Temporarily due to COVID-19

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