Manage and optimize Oracle CX Field Service Cloud, and Oracle CX Service Cloud business processes and interaction with Salesforce, and ERP (Oracle EBS / Oracle Fusion) Provide frontline support and training for end users in the Services function Drive adoption of new tools and digital capabilities in the field and back office Data Analysis & Reporting Build and maintain BI dashboards, ad hoc reports, and data models to support service performance tracking and decision-making Write SQL queries and leverage BI tools to analyze operational data and identify trends, gaps, or anomalies Ensure data quality and alignment across systems (ERP, CX Service, and Oracle Field Service, and internal data lakes/platforms) Solution Delivery & Continuous Improvement Work closely with developers and system integrators to test and validate enhancements and system changes Lead or support projects focused on digitizing and improving field service workflows Document system processes, configurations, and best practices Identify automation and integration opportunities between platforms to streamline operations What you'll bring Required: Bachelor's Degree in Information Systems, Business, or a related field (or equivalent experience) 3-5+ years of experience as a Business Analyst or similar role in IT or Services Operations Hands-on experience with Oracle EBS R12 or Oracle Fusion, particularly in Order Management and Inventory modules Ensure that colleagues, customers and stakeholders stay informed of progress, issues, risks and interdependencies relating to operational plans and projects. Strong SQL skills and experience working with BI/analytics platforms (PowerBI) Strong AI agent skills and experience Strong analytical, documentation, and communication skills Ability to work independently and manage multiple priorities in a fast-paced environment Preferred: Experience supporting a field-based service team or dispatch center Manufacturing or industrial services background is a plus A Willingness and ability to travel up to 25% of the time depending on assigned business initiatives is required.