Oracle Service Cloud CX Administrator

Overview

This role is responsible for the ongoing administration and support of the Oracle Service Cloud CX platform used by the municipality’s Water Department. The Sr. Systems Administrator will focus on maintaining and refining existing workflows, configurations, and reporting tools to ensure reliable daily operations rather than building new functionality. The position works closely with business stakeholders to troubleshoot issues, adjust configurations, validate data through SQL queries, and support continuous improvement of customer service and operational processes.

Early in the engagement, the role will be highly onsite to build system and stakeholder familiarity, then transition to a hybrid schedule.

• Administer and support Oracle Service Cloud CX platform and related configurations in a production environment.
• Maintain and refine existing workflows, configurations, and reporting tools with a focus on reliability and efficiency.
• Troubleshoot issues, adjust configurations, and validate data to ensure data accuracy and system stability.
• Collaborate with business users and operational teams to translate requests into system changes.
• Develop and enhance customized analytics and reporting structures; use SQL to validate data and support reporting needs (no advanced development required).
• Manage user configuration, permissions, and system settings in a production environment.

• Minimum 2+ years of hands-on administration experience with Oracle Service Cloud CX (or similar CRM/service platform).
• Strong experience supporting configured workflows, business rules, and system administration in an existing environment (focus on optimization vs. new builds).
• Ability to maintain and enhance customized analytics and reporting structures.
• Working knowledge of SQL with the ability to run queries against a data warehouse for validation, troubleshooting, and reporting support (no advanced development required).
• Experience managing user configuration, permissions, and system settings within a production environment.
• Comfortable supporting highly customized environments and understanding downstream impacts of changes.
• Ability to collaborate with business users and operational teams to translate requests into system adjustments.
• Strong troubleshooting skills with a focus on system stability, data accuracy, and workflow performance.

• Experience working within a municipal, utility, or water department environment.
• Familiarity with public-sector processes, service requests, or work order–driven operations.

$60/hr to $75/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.