CRM System Analyst.Customer and Partner Management

Job Purpose

To provide on time technical application support and problem solving 24*7 to ensure healthy environment to the company’s SIEBEL CRM system and uninterrupted smooth business operations.

Report To Position Name

Maintain and support SIEBEL CRM system 24*7 to ensure healthy system status. Solve log and report production problems in timely manner to ensure users and management updates with production problems. Handle and prioritize HP problems and to ensure solving them within their relevant service level agreements (SLAs). Manage all application administrative functions. Implement system updates as per the change management process to ensure proper implementation for fixed and new deployment are timely and accurately deployed to production. Postproduction testing and successful implementation of the applied changes to ensure healthy change implementations. Develop workarounds and propose long term Solutions for production problems where applicable to ensure minimum impact on the business for known system problems. Follow up with Application Development and vendors on open issues in the production applications to ensure timely fix implementations. Develop/implement health checks for production problems to ensure proper operation and on-time alerting. Escalate production environment global issues to direct managers. Responsibilities in IT Application service support Team job specific such as below: Maintaining and support Etisalat SIEBEL CRM Application along with KPIs report, health checks and automation jobs. Maintaining and support Oracle BI Publisher system. Investigation in all fraud and revenue assurance escalated cases regarding the supported applications

QUALIFICATIONS_ESSENTIAL

-University degree in Engineering, Computer Science or Information Technology, 3+ years of Experience. -Excellent command of English language (Reading, Writing & Oral). - Excellent Telecommunication knowledge. -Good interpersonal skills (Negotiation, communications, etc.). -Excellent Siebel CRM Knowledge.

QUALIFICATIONS_DESIRABLE

Cross functional experience/exposure (Marketing, Sales, Customer Care, Finance, etc.) -Experience with large size projects implementation.

EXPERIENCE_ESSENTIAL

Minimum 3 years of experience in Applications Support or applications Development.

EXPERIENCE_DESIRABLE

ITIL Awareness. Presentation skills training.

CERTIFICATIONS_ESSENTIAL

N/A