Oracle Functional Analyst
Foothill Ranch, CA

Job Description

Are you looking for an organization that empowers its team members to learn, grow, and make a genuine impact? At Kawasaki, we offer this and so much more. We have an immediate opening for an Oracle Functional Analyst.

Position Summary:

Working under minimal supervision, this role engages with business partners in the technical consumer and dealer support area; Product Registration, Warranty Claim, Dealer and Consumer Technical Call Centers, Repair Campaign, and Technical Knowledge Base area and the IT team to ensure that the business area receives excellent satisfaction with the IT business application services. This is done by maintaining communication to ensure that business applications match the needs of the business through time. This role will formulate and structure computer business application technical solutions that will include Oracle Service Cloud and other non-Oracle application system components used by the business area. This includes the planning and complete design to deployment of business scenarios. This role uses consulting skills, business knowledge, and Oracle solution expertise to effectively integrate Oracle technology into the business environment in order to achieve expected business results.

This role will be a key team member during the configuration and implementation of Oracle Service Cloud in a new Oracle environment and future projects which may leverage additional modules within the Oracle system environment to meet business needs

Duties and Responsibilities:

* Manages the IT project portfolio for the technical consumer and dealer support area to ensure up-to-date information is available to IT and business leadership.
* Appropriately manages any external resources required to provide IT business application services to the technical consumer and dealer area.
* Prepares project status reports and keeps both IT and business informed of project status and related issues for their business area of responsibility.
* Conducts regular communication meetings with the business area to ensure that IT priorities match those of the business.
* Configuration and implementation of Oracle Service Cloud with emphasis in the system functions that support his or her assigned business area.
* Installation, implementation, upgrade, customization and integration with OPA ( Oracle Policy Automation)
* Conducts operational support for Oracle RightNow workspaces.
* Analyzes and evaluates Oracle system processes and business user needs.
* Researches, develops, and proposes both short and long term solutions to Oracle system requirements.
* Supports current departmental functions/usage of Oracle Service Cloud; evaluates system requirements and implements solutions; configures, modifies, and coordinates testing of released objects.
* Creates project deliverables including conceptual designs, functional and technical specifications, and system configuration, documentation on system settings (including interfaces and interactions).
* Develops operational reports and dashboards.
* Liaises with IT Business Analysts and business for troubleshooting: investigates, analyzes, and solves software problems; maps business requirements, processes and objectives; develops necessary product modifications to satisfy the business needs.
* Creates and documents strategies; and develops, coordinates and executes standards, policies, methods and procedures for business processes.
* Provides day-to-day technical direction and leadership for business processes; ability to accomplish deliverables involving complex and highly analytical tasks.
* Consults with multiple business process owners to identify, define and document business needs and objectives current operational procedures, problems, input and output requirements and levels of system access.
* Works with business process owners to translate business requirements into functional solutions. Works through business requirements and design technical solutions to meet business needs.
* Monitors and resolves incidents within the production system.
* Maintains development specifications and testing scripts.
* Drives the execution of deliverables from inception through implementation.
* Challenges both business and IT to come up with the technical solutions that can meet business needs effectively and efficiently.
* Works with business stakeholders to identify potential for process optimization, design and implement processes accordingly.
* Designs, configures and tests Oracle Service Cloud Modules.
* Partners with the appropriate IT disciplines and business to define and prioritize business requirements including issues submitted by the users through ticketing and service requests.
* Represents the business when collaborating with internal IT teams and external IT vendors.
* Keeps abreast of corporate IT initiatives and helps communicate business impact.
* Provides detailed knowledge of industry best practices.
* Attends meetings and provide status reports as required by Management.
* Responsible for understanding integration and interfaces to other related internal/external systems which support the technical consumer and dealer support area business application system functions.
* Prepares functional specification documents (FSD) for customization and development.
* Documents all analysis, recommendations, configurations, enhancements, testing and training efforts.
* Acts as team lead for project related design, development, configuration, testing & training tasks.
* Delivers technical consumer and dealer support area business application system enhancements and assist the business in developing new processes within the functional areas.
* Provides support to cross-functional issues and guide technical team members or external resources in issue resolution.
* Assists business users for ad-hoc queries and training as needed.
* Works with Project management Office and standard project management methodologies (PMP).
* Builds strong relationships with business and IT stakeholders at all levels of the organization, driving continuous improvement in business operations.
* Train Business and IT as appropriate on new Oracle features, functionality and integrations.

Education and Experience:

A technical Bachelor's degree or equivalent experience; 7+ years of IT experience; Minimum 7+ years Oracle Service Cloud Admin (certification preferred) experience; 3+ years project experience/expertise with OPA rule modeling including designing OPA rules, authoring OPA rules and testing OPA rules using Oracle Policy Modeling (OPA Certification preferred); Minimum two Full Life cycle Implementation Experience from Blue Print to Go Live involving Oracle Service Cloud/Oracle RightNow; 4-6 years technical experience demonstrating a solid background on successful Oracle RightNow CRM implementations/upgrades; 3+ years of experience in .NET(C#) development; Strong functional configuration and system design experience in product registration, warranty, call center, repair campaign, and knowledge base areas with; Expert level experience in business process analysis, design and implementation of business solutions; Experience in day to day customer support and continuous improvement of existing process as well as ongoing user training; Experience in performing Oracle business processes design, configuration, and testing within the context of both project and support efforts.

Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

* Exhibits excellent oral and written communication skills.
* Is an open and constructive communicator.
* Demonstrates the ability to successfully prioritize and organize multiple, competing tasks.
* Is extremely detail and deadline oriented.
* Brings energy and enthusiasm to group or team efforts.
* Demonstrates a positive attitude; self-motivated and able to work as part of a team.
* Accepts responsibility and relied on to perform is a must.
* Proficient in writing basic to advanced SQL scripts to draw data out of Oracle ERP database for analysis and user request fulfillment
* Proven commitment to customer care, system availability, reliability and issue resolution. This includes 24 X 7 on-call support to resolve critical system incidents
* Strong functional configuration and system design experience in product registration, warranty, call center, repair campaign, and knowledge base areas with
* Expert level experience in business process analysis, design and implementation of business solutions
* Experience in day to day customer support and continuous improvement of existing process as well as ongoing user training
* Experience in performing Oracle business processes design, configuration, and testing within the context of both project and support efforts.

Benefits:

Your health and wellness are important to you - and to us. That's why we provide a comprehensive benefits program designed for you (and your family) in mind.

* Medical, dental, and vision plans
* Life insurance
* Flexible spending account
* 401K
* Generous Time off
* Educational Assistance
* Ongoing training and development
* Team member product purchase program