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, Service Now
• 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.