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CRM Analyst

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: 
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 
Demonstrated strong customer service communication skills 
Ability to be located at 9900 Innovation Drive, Wauwatosa 
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.

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