Pay rate is $25/hr

98% Remote work from home.(Client may be ask to come in for initial training in local Wauwatosa, WI office)

Title – User Application Support/ Siebel CRM Analyst

Location: Wauwatosa WI 53226

Duration: 18 Months

Educational requirement-

Bachelors would be desired, associates considered, and equivalent military training would be acceptable as well.

*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.

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 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) – No travel unless going to office

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 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.

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

Job Type: Contract

Pay: $25.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• What is the best time to call you to discuss about this role?

Experience:

• Siebel: 1 year (Required)
• Oracle: 1 year (Required)

Ability to Commute:

• Milwaukee, WI (Required)

Ability to Relocate:

• Milwaukee, WI: Relocate before starting work (Required)

Work Location: Remote