Act as a single point of contact as Product Owner - work with vendor managers and other stakeholders to define requirements in Oracle Service Cloud (OSC), Oracle Field Service Cloud (OFSC), C3, and Mulesoft (Taskpush, TaskUpdate services), B2B etc.
Perform as-is vs to-be analysis while proposing solution options.
Justify with quantifiable and non-quantifiable impacts , urgency, priority of the system enhancements and defects while creating requests to approve. Establish priority and justify alignment to releases.
Work with Support Teams and guide them with production incidents
Perform Testing in UAT environments and sign-off before proceeding to release to the users
Update users on the progress of open defects, enhancements, Oracle SRs
Call out dependencies while creating User Stories and working with Scrum Teams for Release Planning (FPW, PIP etc)
Define business value for system enhancements
Work with IT and stakeholders for Salesforce and API implementation at each step of the process.
Engage with Salesforce on new feature enablement, conduct fit-gap analysis, identify multiple solution options, perform Proof of Concepts, test beta versions.
As-is vs to-be system and process flows. Act as Change Management guide for impacted stakeholders.
Address vendor and field engineer needs, document where applicable.
Work with Oracle for SRs, queries and Upgrades/system maintenances. Join the weekly calls with Oracle. Align Oracle Upgrades to Cisco PI timelines.
Perform configuration changes in OSC and OFS
Work with data and BI teams for reporting requirements.
Determine cross- functional impacts to AR, B2B, LSC, Part dispatchers while assessing solutions.