I currently have an 11+ month contract as a Business Administrator in either Foster City, CA or McLean, if interested please respond with the following;
Job Description: This position plays a critical role in delivering day-to-day business support for the VC CRM application for the Client Support Services (CSS) organization. The Business Administrator will need to possess a thorough understanding of the CSS users' business processes and needs, as well as possess a strong understanding of CRM tool administration, specifically the Oracle 7.7 CRM application, referred to internally as VC. This includes gaining an understanding of underlying technology in the Client environment, including the impacts and dependencies to VC as an integrated component of the Client USA CRM tool suite (which includes the OnDemand application, the Oracle tool used by Client Services.) The Business Administrator will interface regularly with CSS staff and IT support team members to perform the ongoing day-to-day support of the VC CRM application. Additionally, there will be periodic interaction and collaboration with the Sales Support team to ensure consistency and alignment among all the Client CRM tools. Primary activities include, but are not limited to: * Manage user access and permissions. This includes: * Validating and activating user entitlement to the VC application and the specific functional modules. Updating user access to functional modules, workflows and accounts (adds/changes/deletes) as appropriate. * Reviewing usage reports and delivering reporting on user activity. Taking appropriate actions to ensure entitlement and permissions meet Key Controls and other established guidelines. * Provide application administration and support activities in a timely manner. This includes: * Provide input to the prioritization of enhancement requests and defects. Under the direction of the Business Owner, interface with users and gather more information as needed to ensure that issues and requests are complete and fully documented. Communicate updates regarding the status of their requests. * Performing List of Values changes * Manual overrides (e.g. SR statuses) * Fulfilling requests for new/changes to email templates * Managing iHelp content * Fulfilling requests for Activity templates * Managing data integrity of Accounts, Contacts, Products, SRs and other Siebel objects * Build queries and reports that deliver user-requested information and/or performance metrics. Gather data to feed Product feedback reporting and other external reporting as needed. * Be the CSS "go-to" VC application resource for all users. This includes: * Assisting users with application best practices, navigation tips and shortcuts. Documenting shortcuts and tips and making them available to the larger user group via CSS training resources and the VC Community of Practice website. * Managing the VC email box. Responding to all requests for information and assistance in a timely manner. Escalating issues as appropriate to next-level support. * Track and trend user requests for assistance and identify needs for additional training or user documentation. * Identify VC optimization opportunities for CSS that will improve adoption, increase efficiencies, and automate manual processes. * Ensure that VC links, literature and attachments - such as Product information, Solutions, etc) are accurate and up to date. * Serve as the liaison to the OnDemand CRM Administrator to ensure coordination of data, uncover dependencies and potential efficiencies among the applications. Secondary activities include: * Acquiring and maintaining a thorough understanding of the Client Support Services business units and functions, including key processes, programs and initiatives. * Developing and maintaining a robust understanding of the dependencies of VC with other Client applications, tools and data feeds, such as OnDemand, Outlook, MARS, VIS, and others as identified. * Participating in various working and user groups and other planning activities. Requirements: * Bachelor's degree * 3 years experience in CRM tools administration, direct administration experience with Oracle's 7.7 CRM application a plus * 3 years experience in a customer service organization * Strong interpersonal and collaboration skills with an ability to establish and maintain solid cross-organizational working relationships with various levels of management and staff * Highly-developed organizational and prioritization skills * Creative problem-solving skills * The ability to prioritize and manage a broad range of activities that may require matrix management and/or the ability to influence other individuals or groups both within and outside of the CSS organization. * Ability to work independently as well as lead or contribute to a team effort. This includes the demonstrated ability to use discretion and make timely, sound decisions producing results within the scope of the job. * Takes the initiative to own work, simplify processes, and improve results with creative solutions. * Excellent written communication skills * Effective oral communication skills across a wide level of audiences (end users, management, technology support groups, cross-organizational teams, etc.) * Proficient in Excel, Word, PowerPoint. Experience with Access, Cognos, and MicroStrategy a plus. Khan Technical Recruiter Limrah Systems, Inc. I T Solutions & Services 17W695 Butterfield Road Suite F Oakbrook Terrace, IL 60181-4362 Phone :630-705-6400 ext 6407 Toll-Free :800-849-6099 ext 6407 Fax : 800-840-0207 Email : [EMAIL PROTECTED] Web : <http://www.limrah.com/> www.Limrah.com MSN ID : [EMAIL PROTECTED] Yahoo IM: [EMAIL PROTECTED] Note: - We respect your online privacy. 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