Siebel Specialist/Helpdesk

USCAN CRM Triage and Remediation

Key responsibilities/essential functions include:
? Support the Siebel CRM system
? 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.
? Update Key System Data such as, but not limited to: Updating FE Assignment Skills, Contract Data, Hourly Billed Service & Service Part Pricing
? Responsibilities may not be limited to the above and are subject to change

Required Qualifications:
Process Thinking:
Ability to learn/understand Siebel 8.1 CRM System Views
Ability to understand different Service Business functions/processes in System Views
Ability to understand Data Flows
Computer skills
Siebel CRM, MS Excel, Windows 7, IE8+, Firefox, Google Chrome
Attention to detail, accuracy and record keeping of work performed
Ability to take direction, then work independently
Ability to take notes on requested Tasks
Ability to determine when to ask questions on unanticipated variations, vs work independently
Advanced Communication Skills
Ability to communicate in person and on the phone in an effective manner
Ability to collaborate
Ability to multi-task and record and self-audit day to day activities
Ability to manage & track multiple tasks and stay focused to close
Ability to adapt, shift focus if needed, but keep other tasks in mind for further work
General
Ability to be located at 9900 Innovation Drive, Wauwatosa
Minimum Bachelor?s degree
Minimum 3 year related job experience

Preferred Skills
Oracle, OBIEE, MS Access, ServiceNow
Previous Field service communication experience
Potential for some later evening hours to cover Pacific Time zone

All your information will be kept confidential according to EEO guidelines.