User Application Support/ Siebel CRM Analyst
Wauwatosa, WI
12 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 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.

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 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.

Description:
Job Summary
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.

Key responsibilities/essential functions include:
•Support Siebel CRM system with End User Training
•Train Field Personnel on Siebel CRM Navigation
•Triage inbound CRM Support requests from Field Personnel
•Troubleshoot CRM Issues, Resolve or Initiate Help Desk Tickets for appropriate routing and follow through to resolution
•Guide Field Personnel end users through issues with on-the-job training
•Interact with US Service Field Team members to confirm next steps before applying data updates
•Will take task-based data management update requests and operate independently to complete the tasks.
•Responsibilities may not be limited to the above and are subject to change

Required Qualifications:
Process Thinking:
Experience working with IT Platforms and Data
Experience managing multiple tasks to completion in a timely manner
Computer skills
Proficient with Microsoft Office Suite specifically: MS Excel, IE11 or above and Windows 7 or above
Experience with Internet Browsers Firefox, Google Chrome and Mobile Browsers
Previous experience working independently and as a member of a Team
General
Demonstrated strong customer service communication skills
Minimum Bachelor's degree
Minimum 3 year job experience in Customer Service with IT Platforms
Ability to work flexibly 40 hours between Monday - Friday between 7am and 7pm Central
Ability to work some weekend hours remote

Desired Characteristics:
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

~JD Support Section~

Disclaimer:
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.
Soft Skill Screening Questions
1. Ability to take notes on requested Tasks
2. Ability to determine when to ask questions on unanticipated variations, vs work independently
3. Ability to take direction, then work independently
4. Ability to adapt, shift focus if needed, but keep other tasks in mind for further work
5. Ability to multi-task and record and self-audit day to day activities
6. Ability to understand different Service Business functions/processes in System Views- have they worked in an IT System where they have to navigate in multiple screens and understand how the IT Platform is used from the Perspective of people in different roles and departments, Being able to understand upstream and downstream impact to various users
7. Demonstrated ability to concisely communicate over e mail and Instant Messaging
8. Able to learn: Siebel 8.1 CRM System Views and Transactions
9. Able to learn: Oracle, Mobile Applications, ServiceNow, iPhone
10. Demonstrated experience working with IT Platforms and Data
a. Ability to understand Data Flows between Platforms (Integrations)
b. Ability to understand when the same data object is used in Multiple screens of an IT Platform
c. IE- can they connect the dots (of data) in Transactions
d. Example: Can the person understand when a FE Orders a Part, how the part is applied to the FE Dispatch Activity on the Part Tracker and the FE's unused inventory, and how they return declare it