Chennai, Tamil Nadu, India
Manufacturing & Industrial
Full-Time
Jade Global
Overview
Key Responsibilities:
- Service Cloud Implementation & Configuration – Implement case management functionalities to efficiently track, manage, and resolve customer inquiries, including configuring case assignment rules and escalation processes.
- Define & Manage SLAs – Establish Service-Level Agreements (SLAs) to set clear expectations for service delivery, including response and resolution times, and configure entitlements, milestones, and escalation policies.
- Integration with Communication Channels – Integrate Service Cloud with email, chat, and other communication channels to provide a seamless customer service experience.
- Mobility Solutions – Implement Field Service Mobile app functionalities and optimize technician workflows.
- Integration & API Development – Integrate Service Cloud and OFS with ERP (Oracle ERP, SAP, NetSuite) and CRM (Oracle Sales Cloud, Salesforce, etc.) via REST/SOAP APIs, Oracle Integration Cloud (OIC), or Middleware tools.
- Workflow Automation – Develop and manage business rules for job allocation, escalation policies, and notification triggers.
- Analytics & Reporting – Customize dashboards and reports for real-time tracking of workforce efficiency, SLA adherence, and service performance.
- Testing & Deployment – Conduct unit testing, system testing, and UAT, ensuring seamless deployment and go-live support.
Required Skills & Qualifications:
✅ 2-5 years of experience in Oracle Field Service Cloud (OFS) and Oracle Service Cloud.
✅ Expertise in Case Management, SLA configuration, Work Zones, Capacity Management, Scheduling, and Dispatching.
✅ Strong understanding of Field Workforce Management, Service Cloud functionalities, and Communication Channel Integration.
✅ Experience integrating Service Cloud and OFS with ERP & CRM systems using REST/SOAP APIs, OIC, or Middleware tools.
✅ Ability to configure business rules, workflows, and escalation policies.
✅ Experience in dashboard and report creation for performance monitoring.
✅ Strong problem-solving and troubleshooting skills.
✅ Excellent communication skills and ability to work with cross-functional teams.
✅ 2-5 years of experience in Oracle Field Service Cloud (OFS) and Oracle Service Cloud.
✅ Expertise in Case Management, SLA configuration, Work Zones, Capacity Management, Scheduling, and Dispatching.
✅ Strong understanding of Field Workforce Management, Service Cloud functionalities, and Communication Channel Integration.
✅ Experience integrating Service Cloud and OFS with ERP & CRM systems using REST/SOAP APIs, OIC, or Middleware tools.
✅ Ability to configure business rules, workflows, and escalation policies.
✅ Experience in dashboard and report creation for performance monitoring.
✅ Strong problem-solving and troubleshooting skills.
✅ Excellent communication skills and ability to work with cross-functional teams.
About US
Working at Jade Global
Talented people are drawn to world-class organizations that offer outstanding opportunities, and Jade Global is an employer of choice for individuals around the world. We invest in each employee’s personal and professional wellbeing because we understand that client success, as well as our ultimate success, starts with our employees.
We seek to provide the benefits you need while standing behind you every step of the way. Our programs include health-related policies and leave donation policy.
Talented people are drawn to world-class organizations that offer outstanding opportunities, and Jade Global is an employer of choice for individuals around the world. We invest in each employee’s personal and professional wellbeing because we understand that client success, as well as our ultimate success, starts with our employees.
We seek to provide the benefits you need while standing behind you every step of the way. Our programs include health-related policies and leave donation policy.
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