CX Consultant Higher Education

Closing Date: 30 April 2020
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Inoapps are looking for a CX consultant to join our thriving Higher Education team.

General Responsibilities

  • Participates in computer software systems integration projects for external clients.
  • Provide advice and guidance on development of future business processes that will be supported by the software implementation.
  • Analyse requirements, recommend changes, and develop approaches consistent with company and client needs.
  • Facilitate design and configuration workshops.
  • Provide functional expertise in completing client contract deliverables as part of a team. 
  • Recommend approaches, work plans and specific tasks to meet deliverables.
  • Create design specifications as a guide in creating and modifying programmes.
  • Provide both formal and informal on-site training to other Inoapps peers as needed along with client staff.
  • Work with client users and technical staff to increase their knowledge of the software package.
  • Provide leadership to client staff and more junior Inoapps team members.  This will include feeding into project planning activities and status reporting.
  • Assist in pre-sales activities including bid response development and product demonstrations.
  • Work schedule/hours and travel to client sites as dictated by project assignments. This could mean up to 80% travel.

Specific Characteristics

  • Good general understanding of Oracle SaaS CX product offerings and how they work together.
  • Detailed knowledge of Oracle Marketing Cloud (Eloqua).
  • Detailed knowledge of Oracle Engagement Cloud (Service Cloud/Right Now).
  • Excellent Presentation and Facilitation skills.
  • Excellent written communication. Generation of documentation both technical and functional will be a key element of the role.
  • Ability to assist the client in the design of a marketing approach not just system configuration. A strong business analyst skills a must. Experience in marketing strategy development is a huge plus.
  • Previous involvement in Oracle Implementation projects.
  • Familiarity with project management tools and techniques, especially Prince 2 would be a plus.
  • Familiarity with OPA desirable but not essential.
  • Experience with the Higher Education Sector desirable but not essential.

Essential Job Functions

Project Tasks

  • Perform assigned project tasks with minimal supervision.
  • Effectively utilse technical / application skills in furthering the progress of the project.
  • Follow established methodology to meet project deliverables for all assigned tasks.
  • Provide required documentation for these tasks including design documentation, functional specifications, user procedures, test and training collateral.
  • Recognise potential solutions to a business problem and selects the most appropriate solution to ensure the best alternative is selected for the client.
  • Assist the client in the design and strategies that maximises the benefits they will receive from the product, even when their existing processes are not robust.
  • Work with and assist other consultants and client staff to perform assigned tasks and accomplish project deliverables within prescribed deadlines in order to complete client’s project successfully.
  • Notify Project Manager of concerns or conflicts, which could impede project implementation milestones.
  • Communicate information clearly, accurately and timely to project team members.
  • Train client project staff on the system’s requirements.
  • Take initiative to learn the client’s business when completing project tasks.
  • Seek out and participate in learning activities to enhance knowledge of technologies, software packages and the industry.
  • Achieve Inoapps annual billable/productivity standards for this position.

Client Relations

  • Establish positive, professional relationship with client managers and staff.
  • Establish proper communication channels with client personnel and responds appropriately to all client concerns.
  • Conduct/participate in regular team meetings to promote project progress.
  • Provide Project Manager and client management with ongoing progress reports according to the project initiation document, or at minimum on a weekly basis.
  • Understand and adhere to established project management policies and procedures; including meeting project budgets, project status reports and project documentation.
  • Contribute as appropriate to the development of project scope and structure.
  • Contribute to the management the project goals and client expectations.
  • Notify Project Manager of potential new business opportunities. 

Other Activities

In addition to the above responsibilities, Consultants may be asked to perform all or some of the following activities:

  • Understand and work toward attainment of Inoapps’ strategic and operational goals.
  • Initiate solutions to perceived gaps in organisational processes or procedures.
  • Foster an environment of teamwork both internally and externally.
  • Actively participate in performance plans and evaluations.
  • Initiate recommendations for personal education and career objectives.
  • Accepts constructive feedback and works towards achieving the established goals.
  • Participate in project quality assurance reviews as necessary.
  • Participate in and support company sponsored local/regional/national professional groups and organisational activities.
  • Assist in developing internal training materials and project productivity tools.
  • Assist in the production of company briefing, marketing/business development presentations, and journal articles.
  • Participate in business development activities, including pre-sales work when requested.
  • Assist in the recruiting of qualified consultants.
  • Demonstrate a flexibility in working approach especially at times when support is required for multiple projects. 

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