Senior CXP Monitoring & Order Management Analyst

We are seeking an experienced Senior CXP Monitoring & Order Management Analyst with 10+ years of experience in customer-facing environments, specializing in order workflow monitoring, automation, and analytics. This role is responsible for ensuring seamless end-to-end order journey execution, proactive system monitoring, and automation of reporting processes across Customer Experience Platforms (CXP).

The ideal candidate will have strong expertise in B2B customer delivery, order management systems, and data analytics, along with hands-on experience in tools like Oracle backend systems, Pega, Tableau, and Looker.

Key Responsibilities

• Manage and monitor all installed CXP systems to ensure optimal performance and availability.

• Build and maintain automated processes and reports for tracking critical milestones across the order workflow journey.

• Proactively monitor order journeys within SLAs, ensuring all orders are processed accurately and on time; raise alerts for any deviations.

• Perform real-time monitoring and triaging of issues impacting order flow and customer delivery.

• Analyze application performance, identify bottlenecks, and collaborate with development teams to implement fixes.

• Develop and maintain custom scripts to improve system efficiency and reduce manual intervention.

• Maintain and implement security, backup, and redundancy strategies.

• Participate in the design and enhancement of operational support systems.

• Generate insights through data analytics and reporting tools to improve process efficiency and customer experience.

Required Skills & Experience

• 10+ years of experience in system monitoring, order management, or customer delivery environments.

• Strong experience in customer-facing and B2B delivery models.

• Deep expertise in Order Flow Journey / Order Management Systems (Digital or Local Orders).

• Hands-on experience with CXP systems such as CJCM, DBS, DMD, or similar platforms.

Proficiency in monitoring and reporting tools:

• Tableau (preferred)

• Looker

• Pega (preferred)

• Experience with Oracle backend systems.

• Strong data analytics and reporting skills with the ability to automate insights.

• Experience building automated reporting solutions for operational metrics.

• Strong understanding of SLA monitoring and alerting mechanisms.

• Ability to write and maintain automation scripts.

• Excellent problem-solving and triaging skills.

Work Allocation

• 60% – Monitoring tools & automation of workflows

• 25% – Issue triaging and incident management

• 15% – Process automation and optimization

Preferred Qualifications

• Experience in Customer Experience Platforms (CXP).

• Familiarity with workflow automation and monitoring frameworks.

• Strong analytical mindset with a focus on continuous improvement.

• Excellent communication skills for cross-functional collaboration.

Key Tools & Technologies

• Monitoring & Reporting: Tableau, Looker, Pega

• Order Workflow Systems: CJCM, DBS, DMD

• Backend Systems: Oracle

• Automation & Scripting: Custom scripting (Python/Shell preferred)

About Us

At Radiant Digital, we provide IT solutions and consulting services to help government agencies and businesses in the USA, Canada, the Middle East, and Southeast Asia. On the federal side, we support agencies like NASA, the Department of State (DOS), the IRS, ACL, ACF,USDA and many others, along with numerous state and local government agencies.

We work with industries like telecom, healthcare, entertainment, oil and gas offering solutions designed to meet their specific needs. We focus on improving systems, making better use of data, and updating applications to keep up with changing markets.