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RightNow CX Systems Administrator, Global Customer Operations

San Francisco Bay Area, US - Information Technology and Services, Internet

LinkedIn is looking for an Oracle Service Cloud (RightNow CX) Systems Administrator to play a key role in building a world class customer support system by implementing technical solutions and processes that provide service/support intelligence, boost revenue, and improve leverage. This role will have a wide range of responsibilities and flexibility to achieve objectives and work collaboratively within cross-functional teams. This role will be primarily dedicated to system and technology business projects that impact and interact with our online Help Center.



The RightNow CX Systems Administrator role at LinkedIn provides interesting, varied work, in areas of technical skills development, system design, integration experience, project management, and complex business strategies and models. This role lives in the Global Customer Operations (GCO) organization within the Technology Solutions and Operations (TS&O) team. This is a critical horizontal team at LinkedIn and the RightNow CX Systems Administrator will work alongside cross functional teams to execute and maintain critical business and system processes with direct impact to the company’s bottom line. This role helps support hundreds of internal users and millions of external users (using ~ 25 different languages) on Linkedin.com via scalable tools & technology. Gathering business needs, driving technology selection, implementation, configuration, and development to solve challenging business problems are critical. LinkedIn’s compelling culture and high growth environment allows high performers the chance to grow their career rapidly and make a material impact on our members and for LinkedIn.



Responsibilities within the first 90 days:

• Understand current core business processes and existing technical solutions.


• Apply Oracle Service Cloud (RightNow CX) experience to provide operational assistance to address the needs of internal users.


• Participate and collaborate with cross functional teams to execute back-end systems aspect of prioritized Help Center projects.

Responsibilities beyond 90 days:

• Help design, configure, and implement strategic and operational Help Center projects supporting Global Customer Operations.


• Help integrate existing support systems and build tools for future support channels.


• Support ongoing system maintenance, tool consolidation, & upgrades as necessary.


• Lead and manage several projects per quarter that improve leverage & increase efficiency for GCO.


• Analyze information in the system to proactively suggest or develop solutions to issues.


• Provide operational assistance to address the needs of internal users.

Requirements:

• 3+ years of Oracle Service Cloud (RightNow CX) configuration and system administration.


• Working knowledge of Customer Portal and RightNow CX APIs strongly preferred.


• Experience working in high-growth, performance focused environments.


• Bachelor’s Degree in Computer Science, engineering or related experience preferred.


• Mobile background & support experience preferred.


• Programming & web development experience a large plus.


• Experience working with multiple non-English languages a plus.


• Technical Systems Architecture and platform experience a plus.


• Collaborative team first attitude and drive to add value a large plus.

This position is contingent upon successful completion of a background check.



No salary provided



Posted September 26, 2014 at 12:10AM from LinkedIn http://ift.tt/YgHMxn

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