- Company Name
- Better Future Solutions, Inc
- Job Title
- CRM Administrator - Oracle Service Cloud
- Job Description
-
Job Title: CRM Administrator – Oracle Service Cloud
Role Summary
Administer, configure, and maintain Oracle Service Cloud to support business processes, data integrity, and user productivity. Coordinate medium‑scale projects, documenting requirements, timelines, and deliverables, while ensuring smooth integration with back‑end systems and seamless adoption across teams.
Expectations
Provide reliable CRM administration and technical support for a 6‑month (extendable) engagement. Deliver timely project coordination, maintain accurate documentation, and proactively recommend workflow, system, and process enhancements that align with business objectives.
Key Responsibilities
- Configure and sustain CRM settings, user profiles, workspaces, workflows, message templates, survey campaigns, databases, and permissions.
- Conduct testing and verification for custom code, vendor releases, patches, and add‑ons.
- Facilitate data integrity operations including imports, migrations, integrations, and cleanup.
- Collaborate with Contact Center, Business Analysts, developers, and system administrators to ensure high availability, performance, and security.
- Develop and maintain Intelligent Advisor interviews within the Oracle Service Cloud suite.
- Coordinate project activities: timelines, deliverables, resources, and cross‑team communications.
- Produce and maintain project documentation: Business Requirements Documents, test plans & results, project plans, and meeting notes.
- Schedule and lead project meetings to track progress and resolve issues promptly.
Required Skills
- Strong experience in CRM administration (Oracle Service Cloud, Salesforce, or Microsoft Dynamics).
- Proficiency in data management, reporting, campaign setup, surveys, and Intelligent Advisor configuration.
- Knowledge of HTML, CSS, JavaScript for customization and troubleshooting.
- Solid written and verbal communication, interpersonal, analytical, and organizational abilities.
- Familiarity with project management tools (Jira, Trello, Confluence, Asana).
- Advanced Microsoft Office skills (Excel, Word, PowerPoint).
Required Education & Certifications
- Minimum 2–3 years of CRM administration experience; 1–2 years of project coordination or management experience.
- Bachelor’s degree in Information Systems, Business Administration, or related field preferred.
- Oracle Service Cloud or equivalent certifications advantageous but not mandatory.