Gather and analyze requirements in order to define detailed product specifications for our primary Oracle Support customer-facing portal, My Oracle Support
Work across across both external customers and internal lines of business to ensure functional specifications are complete
Groom and refine user stories for a given feature based on the requirements
Write clear and detailed user stories for specific technical needs not addressed by product management and map to business requirements
Craft compelling go-to-market presentations intended for both internal and external audiences
Write product documentation intended for customer technical teams integrating our platforms
Research industry trends for support/service tools and portals and develop data-driven presentations to educate management and senior executives
Bring creative thinking to assist in the development of short, medium, and long term plans for My Oracle Support
Clearly articulate product vision to executives, internal stakeholders, and prospective customers
Provide on-going analysis and insight into the competitive landscape and industry trends
Effectively communicate with and understand the perspectives shared by the engineering team
Initiate, manage, and implement cross-team efforts with major implications to the business
Work on complex issues where analysis of situations or data requires an in-depth evaluation
Identify issues that will keep My Oracle Support from delivering on time and/or with the desired requirements, and communicate to leadership
Manage My Oracle Support enhancement requests, with clear prioritization for development and executive management awareness
Work with the business to carry out impact analysis of enhancements to enable prioritization with development
Carry out day-to-day operation requirements including access requests, supporting users on the functionality etc.
Perform clickstream analysis of and other business analytics for My Oracle Support to identify key opportunities, trends, bottlenecks and untapped areas of improvement that will continue to position My Oracle Support as a best-in-class and industry-leading support portal
Help drive the successful transition of My Oracle Support from our legacy systems to the Cloud
Experience and Skills:
BS or MS or MBA degree or equivalent experience relevant to functional area.
10( ) years of software/hardware industry experience
5( ) years of experience in product management, preferably with cloud based applications
3-5( ) years experience with My Oracle Support or other customer support web sites
You listen carefully and communicate in written form clearly and concisely
You are comfortable presenting in front of internal and external audiences of varying sizes
You have demonstrated experience collaborating successfully with other functional teams
3-5( ) years experience with user interface design and/or web site design
It is highly desirable, but not required, that you have experience with Oracle Business Intelligence, or other analytics software, creating ad-hoc reports and queries
It is desirable, but not required, that you have experience with a software-as-a-service or other Cloud-based product
Additional Description and Job Requirements
As a member of the Customer and Partner Experience team, you will specify, design and implement major changes to My Oracle Support and associated systems. Define project needs. Build and execute unit tests and unit test plans. Review integration and regression plans. Communicate with QA and engineering to ensure consistency and testability.
Provide leadership and expertise in the development of new My Oracle Support capabilities/services/processes, frequently operating at the leading edge of technology and service innovation. You will recommend and justify major changes to existing capabilities/services/processes based on market analysis, customer and internal requirements and executive strategic directions.
Work is non-routine and very complex, involving the application of advanced technical/business skills in customer service systems and customer support. Be a leading contributor individually and as a team member, providing direction and mentoring to others. Work well with a geographically dispersed team across timezones and countries.