*ROLE:** Siebel CRM Techno-Functional Analyst*
*LOCATION:* Foster City, CA *DURATION:* 6-12 months *RESPONSIBILITIES:* Responsible for managing the primary user contact point for IT (i.e., service desk) and for ensuring that users are provided with effective first level response in accordance with SLAs. Receive calls, first-line customer liaison Record and track incidents, issues, and complaints Make an initial assessment of requests, attempt to resolve them or refer them to someone who can Manages/monitors assigned service desk tickets from initiation through resolution (i.e., requestor acceptance), or assigns the ticket to Level 2 Support; generates SLA compliance reports *REQUIRED:* Functional and technical knowledge of Siebel CRM is required. Experience with Siebel OnDemand a major plus. Excellent analytical and problem solving skills required. Excellent communications skills and work management skills required. Production support experience a major plus. Must perform initial response to incidents (via email, web form, or phone call) and will be responsible for triage of incidents, including both functional and technical system issues. Will be responsible for resolution of issues, or re-assignment of issues to second tier support as required - while providing the customer with periodic status updates throughout. This resource will work closely with both Deloitte and client teams, taking responsibility for production support coverage during US working hours. Will also coordinate efforts closely with offshore counterparts to enable a follow-the-sun approach for support of a global customer base. *PREFERRED:* Understanding of ITIL and standard production support processes/procedures would be a plus. Experience/familiarity with OBIEE/ETL(Informatica) would be nice to have but not required. PowerPoint and Excel skills would be useful for weekly and monthly status reporting *Expected Deliverables:* Consistently meet/exceed Level 1 incident response SLA; Weekly status reports/dashboards, plus the daily activities described above Thanks & Regards *Ajay * *(469-713-1976 (M)* * 972-607-9595 Ext- 6 (O))* ePower. Inc, 7423 Las Colinas Blvd, Suite 102, Irving, Texas 75063. [email protected] Fax: (972) 409-9018 www.epowerus.com -- You received this message because you are subscribed to the Google Groups "ORACLE DWH DBA" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/oracle-dwh-dba?hl=en.
