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Oracle Sr Knowledge Analyst – Oracle Service Cloud – NetSuite Services in Chicago, Illinois

Systematically collects information from Subject Matter Experts (SME) for the development of sector-specific keyword lists and databases that assist with understanding company technology, taxonomies, and methodologies.

Systematically collects information from Subject Matter Experts (SME) for the development of sector-specific keyword lists and databases that assist with understanding company technology, taxonomies, and methodologies. Identifies problems and solutions to be captured in the sector s knowledge base(s). Develops knowledge-based systems, algorithms, databases and expert systems that interact within the organization and to benefit customers including tools incorporated into end-user applications. May write software or scripts to extract data from various archives and live systems. May design procedures and processes where internal/external customers notify knowledge engineer of product issues/deficiencies so solutions may be included in knowledge-based articles, canned email responses, FAQs, online agent knowledge base, tip-of-the-day resources, build notices, etc. Develops, tests, and maintains expert systems for rule validity and usability. Continues to identify and capture new information on an ongoing basis. May develop or use measurement tools that monitor usage of database, compile and evaluate feedback and report results to management. Typical tools used by knowledge engineers are: XML, XSL, RDF/S, OWL and dynamic languages like Python, Perl, and Ruby.

5-8 years of relevant technical experience. Undergraduate degree in Computer Science, MIS, Engineering or equivalent preferred. Ability to solve customer issues and convey resolution in complete, consistent and effective fashion is important. Understanding of system retrieval technology, hypermedia and Web technologies, a strong knowledge of relevant Oracle Products, and knowledge of SQL and UNIX. Job duties are varied and complex, needing independent judgment. May have project lead role.

Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.

The NetSuite business unit of Oracle is seeking a Sr Knowledge Analyst who will help with evolution of Knowledge Base systems in Professional Services/Customer Success organization. Successful candidate will drive implementation of new KB functionalities based on NetSuite business needs.

Responsibilities include:

  • Develops, tests and maintain knowledge-based systems, algorithms, databases and expert systems that interact within the organization and to benefit customers including tools incorporated into end-user applications

  • Write software or scripts, custom searches or reports to extract data from various archives and live systems

  • Create and parse business requirements and user stories for development teams

  • Participate in maintenance and development of Oracle Service Cloud Knowledge Advanced system

  • Build robust custom solutions in the Oracle Service Cloud Knowledge Advanced system and help to design smooth communication between NetSuite and the system

  • Perform detailed business analysis and suggest the best implementation of the Oracle Service Cloud Knowledge Advanced system

  • Identify Knowledge Base (KB) trends/patterns and recommend further steps for improvements

Preferred Qualifications include:

  • Expert technical knowledge of Oracle Service Cloud (OSvC), including the Knowledge Advanced (KA) module, strongly preferred

  • Advanced knowledge of HTML, PHP, SQL, JavaScript and system integration

  • Consulting/Implementation/Business Analysis experience

  • Excellent verbal and written communication skills

  • Ability to operate independently with ability to deliver complex and non-structured projects to the desired goal

  • Flexibility for occasional travel.

Job: *Support

Organization: *Oracle

Title: Sr Knowledge Analyst – Oracle Service Cloud – NetSuite Services

Location: United States

Requisition ID: 19001B4P

Other Locations: Canada

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