- Company Name
- Charter Global
- Job Title
- CRM Administrator
- Job Description
-
**Job Title:** CRM Administrator
**Role Summary:**
Manage and enhance the Oracle Service Cloud CRM platform while coordinating medium‑scale projects. Ensure system configuration, data integrity, and user support, and facilitate project planning, documentation, and cross‑team communication to drive operational efficiency and continuous improvement.
**Expectations:**
- 2‑3 years of hands‑on CRM administration (Oracle Service Cloud or comparable platform).
- 1‑2 years of project coordination or project‑management experience.
- Ability to configure CRM settings, troubleshoot issues, and support data migrations.
- Effective communication with technical, functional, and business stakeholders.
**Key Responsibilities:**
- Configure and maintain CRM user profiles, workspaces, workflows, templates, surveys, campaigns, and permissions.
- Test and verify custom code, vendor releases, patches, and add‑ons; manage change control and application security.
- Collaborate with Contact Center, Business Analysts, developers, DBAs, and system administrators to identify enhancements and ensure system availability.
- Manage data imports, migrations, integrations, and routine data‑cleanup activities.
- Develop and maintain Intelligent Advisor interviews within Oracle Service Cloud.
- Coordinate project timelines, resources, and deliverables across multiple teams.
- Create and maintain project artefacts: Business Requirement Documents, test plans/results, project plans, and meeting notes.
- Schedule and lead project meetings, track issues, and drive timely resolutions.
**Required Skills:**
- Strong CRM administration (Oracle Service Cloud, Salesforce, Microsoft Dynamics, or similar).
- Proficiency in HTML, CSS, JavaScript.
- Data‑management and reporting expertise; experience with campaigns and surveys.
- Advanced Microsoft Office skills (Excel, Word, PowerPoint).
- Familiarity with project‑management tools (Jira, Trello, Confluence, Asana).
- Excellent written and verbal communication; strong analytical, interpersonal, and organizational abilities.
**Required Education & Certifications:**
- Bachelor’s degree or equivalent work experience in Information Technology, Business Administration, or related field.
- Relevant CRM certifications (e.g., Oracle Service Cloud Certified Implementation Specialist) are a plus but not mandatory.