- Company Name
- Avacend Inc
- Job Title
- CRM Administrator / CRM Project Coordinator (Oracle Service Cloud)
- Job Description
-
Job title: CRM Administrator / CRM Project Coordinator (Oracle Service Cloud)
Role Summary
Dual‑responsibility role focused on administering and optimizing Oracle Service Cloud while coordinating medium‑scale projects. The candidate will manage system configuration, data integrity, and application support, and will lead project planning, documentation, and cross‑functional communication to deliver business enhancements on schedule.
Expectations
- Administer Oracle Service Cloud settings, user profiles, workflows, content, and data management.
- Test and validate internal custom code, vendor releases, patches, and add‑ons.
- Collaborate with contact center, business analysts, and technical staff to propose scalable, maintainable solutions.
- Maintain data integrity through imports, migrations, integrations, and cleanup.
- Provide application administration, troubleshooting, and performance support.
- Develop and maintain Intelligent Advisor interviews.
- Coordinate project timelines, deliverables, resources, and documentation for multiple teams.
- Schedule and facilitate project meetings, track issues, and keep stakeholders informed.
Key Responsibilities
- Configure and maintain CRM settings, user access, workspaces, workflows, templates, survey campaigns, and permissions.
- Perform testing and verification of custom code and vendor releases.
- Partner with analysts to identify operational improvements and customizations.
- Work with technical leads, developers, DBAs, and sysadmins to ensure system availability and perform business continuity testing.
- Manage data integrity, including data imports, migrations, integrations, and cleanup.
- Support change control, application security, and performance monitoring.
- Develop and update Intelligent Advisor content.
- Plan and coordinate project schedules, resource allocations, and milestone tracking.
- Create and maintain project documentation: BRDs, test plans, test results, project plans, and meeting minutes.
- Conduct project status meetings and resolve issues expediently.
Required Skills
- Proven experience administering Oracle Service Cloud (or comparable CRM such as Salesforce or Dynamics).
- Proficiency in HTML, CSS, and JavaScript.
- Expertise in campaign, survey, and Intelligent Advisor management.
- Strong data management and reporting capabilities.
- Advanced knowledge of Microsoft Office (Excel, Word, PowerPoint).
- Familiarity with project management tools (Jira, Trello, Confluence, Asana).
- Excellent written and verbal communication.
- Strong analytical, interpersonal, and organizational abilities.
Required Education & Certifications
- Minimum 2–3 years of CRM administration experience with Oracle Service Cloud or similar.
- 1–2 years of project coordination or project management experience.
- Bachelor’s degree or equivalent in Information Technology, Computer Science, or related field (preferred).
- Oracle Service Cloud Administrator certification or equivalent (preferred).