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Oracle Service Cloud Administrator

Company: Razer USA, Ltd.
Location: Irvine
Posted on: July 13, 2019

Job Description:

Summary

The Oracle Service Cloud Administrator supports customer service operations, alignment with business processes, technical architect, change management, and user experience.

Responsibilities:


  • Work with key stakeholders to identify and analyze business requirements and translate this to technical requirements.
  • Monitor and identify business risks, inefficiencies, issues, and opportunities related to Oracle Service Cloud.
  • Provide technical expertise in architecture design, solutions selection and implementation.
  • Manage technical workstream including configuration, integration, conversion, and testing.
  • Manage service request and incident tickets related to Oracle Service Cloud and responsible for providing/implementing the best solution in a timely manner.
  • Responsible for new implementations, functionality enhancements, application updates and performance issues.
  • Create process documentation, maintain standardization, and look for ways to continuously improve processes and procedures.
  • Provide training and knowledge transfer to other team members, users, and stakeholders.
  • Responsible for Oracle Service Cloud related release and deployment.
  • Support data integrations between Oracle Service Cloud and MuleSoft, and other 3rd party systems.
  • Provide daily administrative support which includes but not limited to creating new users, setting up and maintaining role-based/permission-based security matrices.
  • Guide users in performing UAT. Conduct regression testing, performance, and Disaster Recovery testing.
  • Create/develop reports and dashboards.
  • Role may require up to 10 % travel.

    Qualifications:


    • BA/BS degree in Computer Science or related discipline or equivalent work experience.
    • 4+ years of hands-on experience and development with Oracle Service Cloud/RightNow.
    • Relevant experience in integration components for Oracle Service Cloud.
    • Oracle certification a plus.
    • Knowledge of customer service operations.
    • Experience in creating and iterating Agent Workspaces including but not limited to:

      o Rules Management

      o Basic Scripting

      o Agent Desktop Workflows
    • Knowledge of Microsoft Office software including Word, Excel, Teams, SharePoint or their analogs; Dropbox, G Drive and other file-sharing utilities; common enterprise solutions supporting procurement/financial processes.
    • Ability to multitask effectively and deliver working solutions on a tight schedule and fast-paced environment.
    • Strong analytical, written, and oral communication skills; process oriented.
    • Strong interpersonal skills, results oriented with ability to work independently and effectively in a global team environment.

      About Razer

      Razerâ„¢ is the world's leading lifestyle brand for gamers.

      The triple-headed snake trademark of Razer is one of the most recognized logos in the global gaming and esports communities. With a fan base that spans every continent, the company has designed and built the world's largest gamer-focused ecosystem of hardware, software and services.

      The award-winning hardware of Razer includes high-performance gaming peripherals, Blade gaming laptops and the acclaimed Razer Phone.

      Razer's software platform, with over 50 million users, includes Razer Synapse (an Internet of Things platform), Razer Chroma (a proprietary RGB lighting technology system), and Razer Cortex (a game optimizer and launcher).

      Razer services include Razer zGold, one of the world's largest virtual credit services for gamers, which allows gamers to purchase virtual goods and items from over 2,500 different games.

      Founded in 2005 and dual-headquartered in San Francisco and Singapore, Razer has nine offices worldwide and is recognized as the leading brand for gamers in the USA, Europe and China. Razer is listed on the Hong Kong Stock Exchange (Stock Code: 1337).

Keywords: Razer USA, Ltd., Irvine , Oracle Service Cloud Administrator, IT / Software / Systems , Irvine, California

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