Oracle RightNow Services

Job Summary:

We are looking for an experienced Oracle RightNow Services Specialist to join our team. The ideal candidate will have extensive experience in the Oracle RightNow (Oracle CX Service) platform, including configuration, customization, integration, and support. You will be responsible for delivering high-quality technical solutions to enhance our customer service and engagement capabilities.

Key Responsibilities:

• Implementation & Configuration:
• Configure Oracle RightNow to meet business requirements, including custom workflows, business rules, and service desk configurations.
• Implement new features and enhancements based on evolving business needs.
• Custom Development:
• Develop and modify Oracle RightNow applications using .NET, JavaScript, and other relevant technologies.
• Design custom interfaces and integrations with third-party applications and back-end systems.
• Integration:
• Manage integrations with CRM, ERP, and other external systems using APIs, Oracle Integration Cloud (OIC), and middleware tools.
• Troubleshoot and resolve issues related to integrations and data flows.
• Support & Troubleshooting:
• Provide second and third-level technical support for Oracle RightNow issues, including system errors, performance, and configuration issues.
• Identify and resolve issues related to configurations, workflows, and integrations.
• Data Management & Reporting:
• Create and manage custom reports and dashboards using Oracle RightNow reporting tools.
• Ensure the integrity and security of customer data within the platform.
• Best Practices & Documentation:
• Develop and maintain system documentation, including design specifications, configuration guides, and user manuals.
• Ensure compliance with internal IT policies and external regulations for data protection and privacy.
• Training & Knowledge Transfer:
• Provide training to end-users and internal teams on Oracle RightNow functionalities and new feature rollouts.
• Serve as a subject matter expert for Oracle CX Service.

Required Qualifications:

• Experience:
• 3-5 years of hands-on experience with Oracle RightNow (Oracle CX Service).
• Strong knowledge of service cloud modules, including incident management, knowledge management, and customer portal configuration.
• Experience with Oracle RightNow APIs and custom integrations.
• Proficiency in .NET, JavaScript, HTML, and CSS for custom development.
• Familiarity with Oracle Integration Cloud (OIC) and other middleware technologies.
• Skills:
• Strong problem-solving and analytical skills with the ability to troubleshoot complex technical issues.
• Excellent communication skills with the ability to work with cross-functional teams.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Education:
• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Certifications (Preferred):
• Oracle RightNow Certified Implementation Specialist.
• Oracle CX Cloud certifications.

Preferred Qualifications:

• Experience with cloud-based technologies and SaaS environments.
• Knowledge of ITIL practices for incident management and service desk operations.
• Familiarity with Oracle Customer Experience (CX) suite as a whole (Oracle Sales Cloud, Marketing Cloud, etc.).