Provides knowledge and support on Oracle CX Cloud products such as Service Cloud and Sales Cloud; has knowledge of CX Cloud’s impact to the different business within the world area.
Supports the implementation of projects related to Service Cloud or Sales Cloud.
Provides training and development to help drive adoption and usage of CX Cloud within the world area.
Ensures agreed business processes and data reporting requirements are met as part of project management and system / solution deployment.
Assists in the resolution of issues and deployment of solutions to requirements in Digital Service Solution program.
Responsible in providing data analysis and reporting automation, and facilitate system enhancement, as needed, to support for the Asia Pacific Service Organization.
Gathers requirements from stakeholders or end-users and validates the applicability of those requirements from a system and business standpoint.
Articulates ideas and viewpoints to stakeholders to help in the realization and clarification of business requirements.
Translates business requirements to system requirements; guides the developers and end-users in understanding the business impact of the change.
Organizes the requirements in a way that will be most beneficial to the business; coordinates any conflict in requirements with other world area analysts or development team.
Analyzes the impact of global process and system changes to the business units or countries being handled and comes up with implementation and communication plan.
Acts as liaison between the Field Service Organization and the different departments, countries and world areas using Oracle Field Service / Service Cloud.
Assists in finalizing and approving the test cases to be used during UAT.
Reviews the requirements in comparison to the actual output.
Analyses risk and mitigate project circumstances base on impact assessment.
Identifies, analyses and mitigates UAT and Go-Live test results issues.
Facilitates the AP user group in determining requirements for fixes / enhancements, functional approval process, and submission and tracking for global / regional solution delivery.
Follows-up the solutioning and delivery of non-go-live critical requirements fulfillment (post-Digital Service Solution Rollout).
Analyses and troubleshoot CX Cloud issues related to functionalities being used by the world area being supported.
Creates / conducts root cause analysis of issues encountered and coordinates with technical team to resolve the issue.
Documents new functionalities or updates to the business system.
1 to 3 years of experience with Service Application (ranking # 1 Oracle Field Service Cloud, or Oracle eBusiness Suite Service Modules, Other applications)
B.A. or B.S. or similar (IT, IS, Computer Science, Computer Engineering or similar) or equivalent work experience
Experience in service companies
Experience implementing IT solutions
Experience in support to end users
Intermediate level in Portuguese is a plus
Flexibility to travel
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