Senior Oracle Business Analyst -- Customer Experience

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Job Purpose:The Senior Business Analyst for Oracle Customer Experience (CX) plays a key role in bridging the gap between business needs and technology solutions. This position is responsible for analyzing business processes, gathering requirements, and supporting the implementation, optimization, and ongoing management of Oracle CX platforms to enhance customer engagement and drive business value. This position reports to the Oracle ERP Manager.

Essential Duties

• Collaborate with stakeholders to understand business objectives and translate them into functional requirements for Oracle CX solutions.
• Analyze existing customer experience processes and identify opportunities for improvement using Oracle CX applications (such as Oracle Sales Cloud, Service Cloud, configure, price and quote).
• Facilitate workshops, interviews, and meetings to gather and document detailed business requirements.
• Work closely with technical teams to design, test, and implement Oracle CX solutions that align with business goals.
• Develop and maintain documentation such as business process flows, use cases, and user stories.
• Assist with user acceptance testing, training, and change management activities to ensure successful adoption of Oracle CX tools.
• Monitor solution performance and provide recommendations for continuous improvement.
• Configure, test, and deploy Oracle CX modules
• Support users by troubleshooting issues and providing training on Oracle CX applications functionalities.
• Work closely with supply chain, Financials, and other departments to ensure seamless integration between Oracle CX, Fusion Financials and other ERP modules.
• Collaborate with business partners to understand business processes and uncover opportunities to automate and optimize processes leveraging Oracle CX out of the box functionalities
• Develop and deliver training programs for end-users to ensure effective use of Oracle CX and provide ongoing support as needed
• Partner with internal and external BI reporting teams to ensure reports are available to business users to drive informed decisions and ease of research. Perform testing and collaborate with end users to ensure reports meet business needs
• Experience in raising service requests with Oracle Cloud Support for any issues that need escalation
• Perform other duties as assigned or required

Knowledge, Skills, and Abilities

• Experience with Oracle ERP systems, especially Oracle CX – Sales, Service, and business process analysis.

• Strong analytical, communication, and project management skills.

• Ability to translate business and financial needs into technical requirements and solutions.

• Understanding financial operations, reporting requirements, and best practices in ERP CX modules.

Minimum Qualifications

• High School Diploma or GED
• 5+ years of experience as a Business Analyst supporting Oracle Customer Experience (CX) with strong hands-on expertise in Customer Sales/Salesforce and Service cloud.
• 2+ years of experience in implementing and/or managing Oracle CX environments with deep understanding of sales and service cloud.

Preferred Qualifications

• Bachelor’s degree in information technology with accounting background, Computer Science.
• Oracle certifications (Oracle Certified Implementation Specialist) or equivalent experience required.
• Experience with JIRA for service desk management
• Experience with Confluence

Salary and Benefits

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $123,853.69 - $141,193.20 per year
• Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc.
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

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Equal Employment Policy

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.