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User Application Support

Wauwatosa, WI
User Application Support 

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: 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 
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