We need your B2C/SalesForce/ServiceNow expertise! Join our team to create a brand new, fully optimized B2C instance supporting global customers with high visibility.

Job Description

As an Oracle B2C Service Customer Information & Entitlement Lead, you are responsible for supporting critical business CRM operations. You will interact with users, analyze business requirements, design and implement proper functionality in the applications; perform administration and analysis for multiple production environments and recommend new and novel solutions to improve availability, performance, and supportability. This is an opportunity to bring a combination of deep technical knowledge with administration/analysis knowledge of Oracle's B2C Service to provide support to a wide range of complex production environment problems related to immense growth, scaling, leveraging the cloud, extremely high performance, and high availability requirements.

What You'll Do:

• Owning the End to End Data Flow Model for Customer Data and Entitlement Information in CRM Oracle B2C Service instance (OSvC / Oracle CX)
• Managing the integrations with the various Order Entry Systems for Sales into the CRM tool
• Defining the standard Customer Profile and Contract Data import and maintenance processes for the Oracle B2C instance
• Creating and Managing the Customer SLA and LOS Profiles in the CRM tool
• Be Independently accountable for work-streams within Oracle transformation programs
• Triage Support entitlements issues that may be escalated to you
• Partner with the business to define Business Practices and analyze specific business problems
• Participate in user acceptance testing on new products and versions
• Work with Development teams to understand new capabilities and assist in resolving product gaps and enhance the product to better meet the business requirements
• Develop and action test plans and performance plans
• Conduct product training for business/end-users
• Develop and share best practice/technical/process documents
• Contribute to Global Knowledge Repositories
• Implementation/Customization/Coding extensions/Support of Oracle B2C CRM modules

 
Key Accountabilities:

• Working as part of the Integration workstream within the Global Customer Care CRM Project to support the delivery of a new Oracle B2C Service instance.
• You are required to undertake a detailed analysis of the business systems landscape and to develop a data flow model and assess the Chart of Account impacts.
• You will take a leading role in the detailed analysis of business systems and document the required information.

 

Your Day-to-Day:

• Gather detailed information on the in scope business systems.
• Be able to structure information in such a way that it provides detail and insight on data flows.
• Document complex information in a way that is understood by business stakeholders.
• To be able to present key findings and messages to both a technical and business audience.
• To work with the Integration workstream on the specific area of Customer Information and Customer Profile Entitlement.
• Liaise with other key business functions and stakeholders across both the Project and wider stakeholder groups.
• Liaise with the Oracle B2C architectural / development teams to form and validate key technical decisions and solution design principles.
• Document findings according polices and assure organization standards and principles are followed.
• Ensure organization follows all quality assurance processes including periodic reviews.
• Build an understanding of the landscape by ensuring knowledge transfer to appropriate resource.

 

What will make you stand out:

• BS/MS in Computer Science, Computer Engineering, Computer Information Systems, Management Information Systems
• Certification in Oracle Service Cloud B2C / RightNow  / CX / OSvC (or a related CRM such as Salesforce, ServiceNow, etc)
• Good functional skills in CRM and ERP modules
• ~5+ years of experience Implementing/Supporting CRM applications such as Salesforce, ServiceNow, etc.
• Good experience in Java/JSP, SQL, PL/SQL, Oracle DB
• Experience in SOAP/XML/Web Services
• Experience in Oracle SOA Suite, Oracle ADF, ODI, OBIEE a plus
• Experience with scripting languages such as Groovy or Python.
• Ability to work with internal customers and translating requests into prioritized work or features.
• Experience work in a mission-critical environment, responding to disruptions in supported services and responding to high-severity issues.
• Recommend and execute modifications to Oracle Cloud Applications in order to improve efficiency, reliability and performance.
• Demonstrate soft skills such as collaboration, communication, customer service, empathy, flexibility, friendly demeanor, people skills, conflict resolution and teamwork skills.
• Strong Team player in taking ownership of issues and resolving them
• Self-starter/Enthusiastic/Broader perspective

 

Lead a team that acts as the central resource and driving force for the design, process, manufacturing, test, quality and marketing of product(s) as they move from conception to distribution. Organize interdepartmental activities ensuring completion of the project/product on schedule and within budget.

As a member of the product development division, you will analyze and integrate external customer specifications. Suggest and justify product directions and specifications. Specify, design and implement moderate changes to existing software architecture. Build new products and development tools. Build and execute unit tests and unit test plans. Review integration and regression test plans created by QA. Communicate with QA and porting engineering to discuss major changes to functionality.

Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. 7 years of software engineering or related experience.