BASIC PURPOSE AND SCOPE OF POSITION
The Service IT Program Manager is a key member of the Kubota Service team. This role will be responsible for the full technical support of the Kubota Oracle Service Cloud / RightNow and TAVANT Enterprise platform. The individual in this role will also use their extensive knowledge of the platforms to help guide migration and integration projects, and help Kubota’s customer service team utilize the most value from Oracle Service Cloud’s features and capabilities.
PRINCIPAL ACTIVITIES:This position does the following in accordance with all applicable Federal, State and local laws / regulations and the Company’s policies, procedures and guidelines:
Customize and extend the Oracle Service Cloud / RightNow application utilizing custom objects, custom fields, Add-ins, and Oracle Service Cloud APIs.
Define, document and align user’s profiles with business functions, create workspaces, and develop automated workflows.
Develop Add-ins using RightNow Desktop Add-in framework (.Net and JS).
Write and execute ROQL queries.
Perform CRUD operations using Connect web services.
Prepare clear and concise reports, dashboards, and data extracts.
Implement integration between different systems (SAP, TAVANT, Business Warehouse etc.)
Understand the business processes and application / data integration landscape for Kubota’s implementations of Oracle Service Cloud; guide design and development efforts accordingly.
Participate in project management and planning; provide guidance and leadership on Oracle Service Cloud-related project planning and activities.
Responsible for data quality and deduplication efforts using validation rules, clean data practices and duplicate management tools.
Special projects may be assigned or required by management.
EDUCATION, CERTIFICATIONS, AND TRAINING:
Four-year college degree in business or technical area or equivalent business experience.
SKILLS AND BACKGROUND:
Oracle Service Cloud-certified or extensive experience and understanding of the overall Oracle Service Cloud architecture.
Minimum 2-year experience with the following:
Developing and maintaining custom .NET add-ins using the Oracle Service Cloud Desktop Add-in Framework.
Extending, customizing, and developing OSC Widgets (Chat, Knowledge, Email etc.)
Agent Desktop, Workspaces & Workflows, CPM, Agent Scripting, Knowledge Management, Rules, UI customization, Analytics, Custom Objects, ROQL
Integration leveraging SOAP/REST APIs in the context of Oracle Service Cloud (RightNow CX); also using Connect PHP API, File Manager, Process Designer
Strong CRM Domain Knowledge, with special focus on Service Domain in Financial Services
Should have experience handling complex UI customization, Complex integrations and High Volume Data Migration
4+ years in Integration (Batch, Real-time – SOAP, XML, Web Services, etc.)
Knowledge of Oracle Policy Automation/Oracle Knowledge/Social Relationship Management and Oracle Mobile service cloud (Chat Bot) would be an advantage.
Understand integration between voice systems, digital channels, and CRM - such as Genesys, IVR technologies, SMS channel, and CTI toolbar options.
Excellent people and communication skills – able to effectively provide feedback and drive issue resolution and root cause analysis.
Plans and carries out responsibilities with minimal direction and works well under pressure.
Must be able to read, write and communicate in English.
The position will require walking, standing, driving and sitting at a computer.
This position includes up to 10% domestic (regional) and international travel by auto and air; a valid driver’s license and passport are required.
The information provided in the description has been designed to indicate the general nature and level of work performed by incumbents within the classification.This description is not intended to be a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job/classification.This job is intended to include the current essential functions of the job.Management reserves the right to add or modify the duties and responsibilities and to designate other functions as essential at any time.