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Job

System Administrator - Oracle CX/Oracle RightNow

  • Location

    West Yorkshire, England

  • Sector:

    Infrastructure

  • Job type:

    Contract

  • Salary:

    Up to £0.00 per annum

  • Contact:

    Garry Milner

  • Contact email:

    Garry@thebridgeit.com

  • Job ref:

    1167GM_1575979765

  • Published:

    about 1 month ago

  • Expiry date:

    2020-01-09

  • Consultant:

    #

System Administrator, Oracle Cloud CX (CRM)

Role Purpose

Configure the Oracle Cloud CX (Customer Relationship Management) solution to ensure that it is fit for purpose to ensure timely resolution through the creation and maintenance of workflow rules and produce reporting suites for management information purposes on key system performance metrics.

Key Responsibilities

· Perform the actual configuration of the Oracle Cloud CX site, including creation/maintenance of workflow and escalation rules, to ensure timely resolution and follow-up of any outstanding issues

· Continuously monitor site performance to maximise availability for both customers and colleagues

· Manage security and access to the application, including license usage review, to ensure forecasted usage isn't exceeded.

· Manage people changes (ie: new starters/leavers/change in roles) in the administrative console by ensuring tables are kept current, according to changes in the wider user population

· Manage other system configurations (eg: service level agreements, custom fields, reports, surveys etc)

· Provide technical assistance to business users as required, including assisting answering questions or providing feedback on the system

· Utilise additional interfaces as business needs dictate - tailor the system rules and settings bespoke to team/department own workspace areas to enable ease & greater automation in the longer term

· Proactively liaise with Oracle for any support/upgrade issues, providing feedback for future enhancements as well as keeping appraised of future system enhancements and their potential benefits

· Develop and administer ongoing Oracle Cloud CX future system enhancement plan

· Continuously develop working knowledge of Oracle Cloud CX through best practice learning, other customer site visits and attendance at user conferences/training

· Configure and produce reporting suite of management information regarding key metrics on system performance, usage, customer and colleague feedback, knowledge content updates etc

· Proactively utilise reporting to challenge the Operations team on open or pending enquiries to ensure speedy resolution. Action any necessary adjustments to the design and configuration of the system to maximise efficiency and improve the customer/colleague experience

· Proactively propose suggestions on system improvements/ways of working, using on-line customer and colleague survey metric feedback to validate

· Work collaboratively with the Knowledge Administrator to support the necessary changes to the system to continuously improve the customer journey experience

· Support the training design and coach others to ensure a wider population have robust knowledge of the system administrator role and duties for departmental cover purposes