Analyst I ERP Package Applications

Job Description:

JOB SUMMARY:

We are seeking a talented and experienced (3-5 Years )Oracle CX Specialist with expertise in Oracle B2C Service Cloud (also called Oracle Right Now), to join our team who have handful experience in 24*7 Prod model support using Oracle B2C Service applications.

JOB RESPONSIBILITIES:

• Ready to work in 24*7 Prod model support using Oracle B2C Service applications . Interpret client s issues, analyze their CX architecture, Handle live production Incident Management , identify solutions and deliver effective solutions in a timely manner.
• Able to manage the customer expectations and manage situations during the issue-resolution process with the customer.
• Analyze client systems and processes and identify additional opportunities by proposing systems improvements and technological upgrades that are beneficial to the client s business.
• Conduct formal workshops with the client to identify issues, gather requirements, displaying knowledge of the business environment in defining the customer s needs.
• Viewed by customers as a trusted adviser.
• Coordinate with the product team (Oracle Vendor) to provide inputs for any Outages or for the future enhancement of the product.
• Good team player and have strong analytical skills.
• Self-motivated with a lot of energy and drive.

JOB QUALIFICATIONS:

• 3-5 years of experience in functional & technical domains in Oracle Service Cloud/RightNow. Handful experience in 24*7 model support for business systems through support and development, review and deployment solutions.
• Ability to troubleshoot live production issues for Oracle Service Cloud/RightNow applications and handle customer incident management within defined SLA using application like service now , etc .
• Extensive experience in Oracle B2C Service Cloud implementation, customizations and support . Experience in developing Custom Scripts, Custom Processes (Event Handlers), BUI Extensions/Add-Ins, Business Rules, Configuration, Workflow/Workspace, Report Analytics, Knowledgebase, etc.

• Must be familiar with HTML, JavaScript, CSS, jQuery, PHP, . NET, ROQL, ConnectPHP.

• Must be familiar with Oracle B2C features like Job Scheduler, Element Manager, Data Sync, External Objects.

• Experience with Custom processes, Engagement Engine Rules, . Net Addins and Customer portal implementations. Hands on experience with OSvC BUI release.
• Extensive experience with building integrations with Rest APIs and for integration with external systems
• Good understanding of overall Oracle technology. keep abreast with the product roadmap.
• Implement best practices in software development, including coding standards, testing, and documentation.

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