|Published||November 30, 2022|
*Note- Manager wants to hire someone local to Milwaukee if he can because there may be a small amount of days they need to come into the office but job is 98% remote.
Title – User Application Support/ Siebel CRM Analyst(Do not use FG title to recruit, use this title)
Number of Leased Workers needed – 1
Tentative start date – asap
Tentative end date – 18 months
Work shift (days/times) – CST(1st Shift)
Work Location – home/remote but local candidate's to the Milwaukee area are preferred because they may be ask to come in for initial training in local client office.
Required skill set – CRM database support; Siebel, Oracle experience a plus. Strong problem solving skills, communication skills, ability to work in a fast paced environment and drive continuous follow up to achieve quick resolution.
Travel Required (% of travel) – ? 10%
Is this a temp to perm position – hopefully but this is not guaranteed
Required skill set – Ability to take helpdesk tickets, manage new incoming tickets and aged tickets, guide users on navigation in the platform and on process steps to fix issues, ability to read through matrixes and process maps to find correct resolutions and/or contacts for each unique issue. It is key to understand that each issue is varied or completely unique scenario based and adaptation to many business specific processes and vocabulary is required in addition to learning the CRM platform. Customer Service skills in helping users who may be frustrated or need gap training as well as sensitivity to timing of response and prioritization are required.
A brief overview of your facility and what you produce – Within Client Healthcare which manufactures Medical Devices, this team is a part of our USCAN Service Organization which provides planned maintenance, corrective repair and other support services to Health Care Provider customers who own our Medical Devices. The specific team the candidate will join, is a centralized resource for day to day issues when our greater organization team members are trying to close out business transactions on the IT platform we use to manage our business.
The User Application Specialist- CRM is responsible for the guidance of CRM Platform cross-functional users in Siebel CRM: navigation guidance, troubleshooting / fixing user incidents, project management of tickets of open issues, communicating with an extensive matrix of support teams, and resolving all user tickets as quickly as possible. The UAS-CRM will be receiving tickets in a help desk tool, diagnosing if the issues is a training gap, data issue or technical bug, then managing issue closure. Extensive use of Helpdesk ticketing, email, instant messaging and phone in providing customer service is required. Focus of the UAS-CRM will be putting the US CRM end user customer first, ensuring they know they have a lifeline to someone who can fix their CRM issues or who can find someone who will. As a member of the SOS – CRM Team, workload will be supported on a rolling schedule 40 hour per week basis to cover 7a-7p Weekdays with rotations in best effort overtime on weekends and remote hours are available. Ticket volumes can vary and projects will also be provided when ticket volumes lower.
- Experience with Siebel 8.1 CRM System Views and Transactions
- Experience with Oracle Inventory Module, OBIEE , Mobile Applications, ServiceNow , iPhone
- Attention to detail, accuracy and record keeping of work performed
- Ability to collaborate and coordinate with team members
- Ability to multi-task and record and self-audit day to day activities
- Ability to understand different Service Business functions/processes in System Views
- Demonstrated ability to communicate in person and on the phone in an effective manner
- Previous Field service communication experience
- Potential for some later evening hours to cover Pacific Time zone
This role is not a classic Information Technology type of Role. It is a role that supports the business function, but helps them with IT Platform navigation. Do not send candidates that have background in Networking, Servers, Operating Systems and other Computer Hardware or people who do Password changes only in IT Platforms.