Job Description

Oracle Service Cloud Analyst

Contract: 12 months (strong extension/conversion potential)

Work Model: Hybrid: flexible/minimal onsite days

Overview

Exelon’s Customer IT team is scaling up its Oracle Service Cloud platform—and needs additional bandwidth for both ongoing operations and project work. You’ll support monthly releases, drive targeted enhancements, assist on integrations, handle light configurations, and contribute to ticketing and incident workflows to keep the CX interface at peak performance.

What you’ll do

• Assist on feature rollouts: new modules, business-rule tweaks, and UI enhancements
• Support proof-of-concepts, configuration design sessions, and UAT activities
• Apply minor updates to workspaces, business rules, routing logic, and knowledge articles
• Contribute to ticket triage, escalation, and resolution workflows in ServiceNow
• Document incident details, coordinate with support teams, and track SLA performance
• Collaborate on integration tasks (SOAP/REST or middleware) and simple client-side scripts (JavaScript/PHP)
• Aid in enhancing and maintain the CX agent UI that surfaces billing and customer data
• Provide input to build or refine automation pipelines (CI/CD for configurations)
• Produce clear runbooks, release notes, and end-user guides
• Aid in routine platform updates
• Prepare change-board materials, secure approvals, and communicate rollout plans

Core qualifications

• 3+ years of Oracle (CX) - Service Cloud (RightNow/B2C Service) administration in an operations or project-support role
• Hands-on with Service Cloud modules (Knowledge, Chat, Agent Desktop, Portal) and routine change-control processes
• Familiarity with integrations (SOAP/REST APIs or middleware like OIC/Boomi) and basic scripting (JavaScript, PHP)
• Demonstrated success coordinating multi-environment releases and supporting UAT cycles

Valued (not required)

• Oracle B2C Service Implementation Specialist or OCI Foundations certification
• Integration Cloud Specialist, ITIL Foundation, or ServiceNow Administrator
• Experience with Oracle Integration Cloud, Boomi, or MuleSoft
• Familiarity with automation tools (Terraform, Ansible) for environment provisioning
• Prior exposure to utility or large enterprise environments

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