Title: User Application Support

Location: Wauwatosa, WI, 53226

Duration: 18 Months

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


• 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 7 am and 7 pm 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

Soft Skill Screening Questions:

1. Ability to take notes on requested Tasks

2. Ability to determine when to ask questions on unanticipated variations, vs work independently

3. Ability to take direction, then work independently

4. Ability to adapt, shift focus if needed, but keep other tasks in mind for further work

5. Ability to multi-task and record and self-audit day to day activities

6. Ability to understand different Service Business functions/processes in System Views- have they worked in an IT System where they have to navigate in multiple screens and understand how the IT Platform is used from the Perspective of people in different roles and departments, Being able to understand the upstream and downstream impact to various users

7. Demonstrated ability to concisely communicate over email and Instant Messaging

8. Able to learn: Siebel 8.1 CRM System Views and Transactions

9. Able to learn: Oracle, Mobile Applications, ServiceNow, iPhone

10. Demonstrated experience working with IT Platforms and Data

a. Ability to understand Data Flows between Platforms (Integrations)

b. Ability to understand when the same data object is used in Multiple screens of an IT Platform

c. IE- can they connect the dots (of data) in Transactions

d. Example: Can the person understand when an FE Orders a Part, how the part is applied to the FE Dispatch Activity on the Part Tracker and the FE’s unused inventory, and how they return declare it

Thank You

Regards