Siebel CRM Business Analyst

Trigyn has an opportunity for a Siebel Business Analyst. This resource will be working Remotely.

Please note: Some rotational on-call and after-hours shifts are to be expected as per New York hours.

Job Description:

The consultant will be expected to provide support for existing CRM solutions in the service. The support requirements will include problem assessment, interactive troubleshooting, system configuration, and leading focal points through troubleshooting to problem resolution. An extreme emphasis is placed on customer satisfaction and providing the most professional support experience to the delight of our customers.

The consultant is expected to carry out the following responsibilities:

- Work collaboratively with customers and other team members when necessary to gather and define functional requirements and produce functional design documents

- Provide demos of out-of-the-box Siebel modules to customers

- Delivery of quality work products included but not limited to design documents, training guides, test scripts and reports

- Manage deadlines and deliverables, and communicate status updates to team lead against project milestones

- Escalation of project delays or any issues as necessary to other Bangkok teams or to managers;

- Read, comprehend and maintain understanding of technical documents;

- Handle all focal point questions/issues for client-supported Oracle Siebel solutions;

- Manage first-line service requests to meet business and/or customer SLAs;

- Record and document all incidents and requests and associated activities and work orders in the client's ServiceDesk system;

- Maintain positive relationships with customers and other technicians;

- Assuming other duties as assigned.

Result of service

- Timely delivery of work products as defined in the project timelines.

- Collaboration within and across teams and providing functional expertise with a high rate of business clients satisfaction

- On-time delivery of high-quality functional design documents including obtaining client sign-off.

- On time and high-quality delivery of functional test scripts, training materials and guides and training

Skills:

• Knowledge and hands-on skills of Siebel CRM modules is required.

• Knowledge in conducting requirements analysis and design sessions with clients is required.

• Testing, deploying and training activities with relation to Siebel CRM solutions are required.

• Certification in Information Technology Infrastructure Library (ITIL) and/or certification in Business Analysis and experience in Siebel Helpdesk/Call Center/Service are highly desirable.

Academic Qualifications: A minimum of a bachelors degree in computer science, Information Systems

Management, Mathematics, Engineering, Business or a related field. Equivalent industry experience of 4+ years working in IT support of Siebel-based solutions may also be accepted.

Experience: At least 5 years of experience using CRM systems such as Siebel, etc. Preferred 2+ years of direct customer service experience resolving complex, technology-related problems or experience as a QA engineer.

Language: Excellent command in English is required. Excellent verbal and written communication skills are required

Thanks & Regards,

Jinal Shah | Associate Team Lead Talent Acquisition

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