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Sr. IT Programmer Analyst

Location: Fort Worth, TX
Job # 10945090
Date Posted: 05-13-2018
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The Water Department’s Business Services Division has a Senior IT Programmer Analyst – Oracle Service Cloud (RightNow CX) job available in its Water IT Section.  We are looking for a subject matter expert with a blend of functional and technical expertise to be part of our Oracle Service Cloud support team.  You will be expected to apply this expertise to maintain, support, configure, customize, develop, and extend the Oracle Service Cloud application used by our call center.  This position will require you to work in the office environment with no option for remote work.
Senior IT Programmer Analyst – Oracle Service Cloud (RightNow CX) job responsibilities include:
  • Provide administration, configuration, and technical support and assistance for Oracle Service Cloud.
  • Customize and extend the Oracle Service Cloud application utilizing custom objects, custom fields, add-ins, APIs, etc.
  • Implement, update, edit and/or change existing framework, add-ins, and code.
  • Develop new and maintain existing integrations with third party applications and systems.
  • Prepare clear and concise reports, dashboards, and data extracts.
  • Monitor and maintain efficient and effective application performance and availability.
  • Detect, analyze, and resolve root cause of application issues.
  • Manage all aspects of system upgrades, migrations, patches, or other system maintenance.
  • Translate business requirements into technical design, configuration, and enhancements of Oracle Service Cloud functionality.
  • Maintain an in-depth knowledge of current Oracle Service Cloud technology and its applicability to the organization.     
  • Assist with the training and development of team members.
  • Create and maintain documentation on interfaces, jobs, standard operating procedures and work instructions pertaining to data, data movement, systems and databases.
  • Perform other duties as required.
Minimum job requirements include:
  • Bachelor’s degree from an accredited college or university with major coursework in Computer Science, Management Information Systems, or related field.
  • At least five years of responsible experience in an information systems technical support capacity.
  • Must possess a valid driver’s license and an acceptable driving record.
  • Work a regular schedule of Monday through Friday and must be able to work nights, weekends, and holidays without advanced notice, as needed.
  • Participate in a 24 x 7 on call rotation.
Desired Skills and Experience:
  • Ability to work within standard product functionality to achieve desired outcomes.
  • Knowledge of configuration including, but not limited to, components of: Staff Management, Application Appearance, Site Configuration, Service, and Database.
  • Proficient in Oracle Service Cloud Analytics.
  • Integration expereince leveraging SOAP/REST APIs in the context of Oracle Service Cloud (RightNow CX). 
  • Experience developing and maintaining custom .NET add-ins using the Oracle Service Cloud Desktop Add-in Framework.
  • Experience utilizing a combination of the following: PHP, .NET (C#), Java, JavaScript.
  • Development skills to implement, update, edit and/or change existing framework, add-ins, and code.
  • Ability to write and execute ROQL queries.
Preferred job qualifications include: 
  • Four years experience performing Oracle Service Cloud (RightNow CX) configuration and support
  • Relational database and SQL experience
  • Two years of supervisory experience in an IT environment.

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Gyna M. Bivens
President & Executive Director
North Texas LEAD

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