Oracle Service Cloud Developer/Analyst - Implementation & Support (3-7 yrs)

Position Function :

The Oracle Service Cloud Developer/CX Analyst will work as a member of Overhead Doors Enterprise Application Team. This team is responsible for implementing, supporting, and enhancing the Oracle Enterprise Resource Planning (ERP) System to meet business requirements.

Essential Duties and Responsibilities :

- Provide subject matter expertise with the Oracle Service and/or Field Service Cloud application environment

- Understanding of key contact and solution center models to best customer experience

- Understanding of the various customer channels to interact with contact center, such as phone support, click to chat, video chat, email

- Understanding of Field Service business process from quoting, scheduling, dispatching, debrief, preventative maintenance and invoicing

- Configure and/or setup Oracle Service and/or Field Service Cloud to support business requirements

- Document / develop detail business requirements through interviewing business team members and/or workshops

- Provide end user support for questions, issues, and requests.

- Support development team members with subject matter expertise from business area responsible

- Support unit and business testing by documenting test cases / business scenarios and execute/facilitate testing to validate solutions

- Work cooperatively and collaboratively with other team members

Skills/Experience Requirements :

- 5+ years experience in implementing and supporting Oracle Service and Field Service Cloud environments

- Ability to provide technical guidance or business process expertise on complex projects and enhancements.

- Problem solving and troubleshooting skills with the ability to exercise mature judgment

- Highly organized, process oriented and strategic mindset

- Broad business background in Finance, Order Management, Manufacturing and/or Supply Chain

- Good interpersonal communication skills (verbal and written) to support a team environment

Education Requirements :

- Bachelors degree or higher in information technology, computer science, systems engineering or equivalent degree

Special Requirements :

Communications :

Excellent written and oral English communication skills, a good listener with a team player attitude, problem solving, negotiation, issue management, and mediation skills.

Overall :

Ability to work in fast-paced environment while being self-motivated, pleasantly aggressive, assertive, realistically ambitious with high personal ethics. Develop a professional relationship with co-workers and end-users with a positive influence. Have the discipline to follow established methodology while seeking ways to improve the process.