Oracle Fusion Service & Field Service Solution Architect

Apex IT; United States; Hybrid; USD 140,000 - 190,000; Full time

Job summary

Apex IT is seeking an Oracle Fusion Service & Field Service Solution Architect to lead product backlog, requirements, and stakeholder engagements for Oracle Service and Oracle Field Service. This role partners with operations, IT, and business teams to deliver scalable, integrated solutions across service capabilities.

The position requires deep domain experience in service operations, strong communication, and ability to drive adoption and change across multiple teams.

Qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, or related field, or equivalent work experience.
• 5+ years of experience supporting Oracle Fusion Service, Oracle CX Service, or similar service management platforms.
• Deep functional expertise in service operations, customer support, and service management processes.
• Working knowledge of Oracle Field Service.
• Experience gathering requirements, managing backlogs, conducting testing, and delivering system enhancements.
• Experience working with cross-functional business and technical teams.
• Strong problem-solving, communication, and stakeholder management skills.

Responsibilities

• Own and manage the Oracle Service and Oracle Field Service product backlog.
• Lead requirements gathering, business process analysis, solution design, testing, and user acceptance activities.
• Serve as the primary functional lead for Oracle Service capabilities, including: Service request management, Customer communications, Account and contact management, Service workflows and process optimization, Reporting and analytics, Issue resolution and support.
• Support Oracle Field Service capabilities, including: Scheduling and dispatch, Workforce management, Routing and route optimization, SLA management, Parts coordination, Mobile workforce functionality, Service completion and operational reporting.
• Coordinate system enhancements, defect resolution, and production support activities.
• Develop functional documentation, process flows, business requirements, and training materials.
• Facilitate stakeholder meetings, roadmap planning sessions, and cross-functional workshops.
• Drive user adoption and change management initiatives.

Job description

Apex IT is a global consulting firm that provides award-winning services to transform customer, employee, and student experiences. Our Salesforce and Oracle experts understand the transformative power of Salesforce and Oracle platforms in driving business growth and success. We guide businesses through the entire Salesforce implementation process, from planning and configuration to customization and integration. We provide end-to-end consulting, implementation, and migration services for Oracle Cloud applications. Whether it's Oracle CX, HCM, ERP, SCM, or EPM, our experts help businesses leverage the power of the cloud to enhance agility, scalability, and cost-efficiency.

In addition to consulting, our digital marketing agency, Apex Theorem, focuses on driving digital transformation. Our Marketing Acceleration Advisors create proprietary, results-driven solutions that increase lead conversion, enhance customer engagement, and drive revenue growth.

With our headquarters in the US and a strong business unit in India, we are excited to begin expanding into Colombia. This expansion will allow us to leverage Colombia's growing tech talent pool, strengthening our capabilities and positioning us for an even greater impact.

Job Title: Oracle Fusion Service & Field Service Solution Architect

Classification: Exempt under the Fair Labor Standards Act (FLSA)

Reports to: President

Work Location/Travel: Work is remote or on-site. This resource must be willing and able to travel as required to support business operations, stakeholder meetings, workshops, testing activities, and project initiatives. Travel, including occasional overnight travel and periodic trips to Miami (MIA), may be required.

Job Summary:

The Oracle Service & Field Service Product Owner is responsible for understanding, managing, and continuously improving functional support, process stabilization, enhancements, integrations, and roadmap planning across Oracle Service and Oracle Field Service capabilities. Service is the primary area of responsibility, while Field Service serves as a secondary focus.

This role partners with Service Operations, Field Operations, IT, and business stakeholders to support business priorities, drive continuous improvement, and deliver scalable Oracle Service and Field Service solutions. The Product Owner will manage requirements, prioritize enhancements, support production operations, and ensure solutions align with organizational objectives.

Essential Functions:

• Own and manage the Oracle Service and Oracle Field Service product backlog.
• Lead requirements gathering, business process analysis, solution design, testing, and user acceptance activities.
• Serve as the primary functional lead for Oracle Service capabilities, including:
• Service request management
• Customer communications
• Account and contact management
• Service workflows and process optimization
• Reporting and analytics
• Issue resolution and support
• Support Oracle Field Service capabilities, including:
• Scheduling and dispatch
• Workforce management
• Routing and route optimization
• SLA management
• Parts coordination
• Mobile workforce functionality
• Service completion and operational reporting
• Partner with Service Operations, Field Operations, Customer Support, and IT teams to identify and implement process improvements.
• Support integrations between Oracle Service, Oracle Field Service, and other enterprise applications.
• Coordinate system enhancements, defect resolution, and production support activities.
• Develop functional documentation, process flows, business requirements, and training materials.
• Facilitate stakeholder meetings, roadmap planning sessions, and cross-functional workshops.
• Drive user adoption and change management initiatives.

Duties/Responsibilities:

• Maintain and pursue continuing education opportunities, such as training and certification exams.
• Participate on internal projects.
• Provide expertise and help to others, as needed, on projects.
• Performs other duties as assigned.

Competency:

• Strong business analysis and process improvement skills.
• Excellent verbal and written communication skills.
• Strong stakeholder relationship management.
• Analytical and problem-solving mindset.
• Attention to detail and organizational skills.
• Ability to manage competing priorities.
• Collaborative team player with a customer-focused approach.

Supervisory Responsibilities:

• May assist with training members of the technical staff.
• May conduct interviews.
• Assigns duties and responsibilities and oversees workflow of project staff.
• May conduct project performance evaluations that are timely and constructive.

The work environment is remote or on-site at a client location. While remote, employees are expected to provide office space for themselves with a professional background (including virtual backgrounds) and noise level. A reliable and consistent internet connection is required.

Physical Requirements:

• Prolonged periods sitting or standing at a desk and working on a computer.
• Bending, sitting, lifting, and/or driving.

Position Type and expected hours of work:

• Full time work during Apex IT business hours and, at times, outside of business hours, if required.

Required Education and Experience:

(Education and experience based on requirements that are job-related and consistent with business necessity.)

• Bachelor's degree in Business, Information Systems, Computer Science, or related field, or equivalent work experience.
• 5+ years of experience supporting Oracle Fusion Service, Oracle CX Service, or similar service management platforms.
• Deep functional expertise in service operations, customer support, and service management processes.
• Working knowledge of Oracle Field Service.
• Experience gathering requirements, managing backlogs, conducting testing, and delivering system enhancements.
• Experience working with cross-functional business and technical teams.
• Strong problem-solving, communication, and stakeholder management skills.

Preferred Education and Experience:

• Oracle Fusion Service, Oracle CX, or related Oracle certifications.
• Experience supporting Oracle Field Service implementations or enhancements.
• Experience with Oracle Integration Cloud (OIC).
• Agile Product Owner or Product Management experience.
• Service Operations or Field Service Operations experience.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.