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Siebel Support Administrator (CRM /UCM)


Norfolk, VA
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Job Details

Company ADP USA

Job Title: Siebel Support Administrator (CRM /UCM)

JobID: 5000176226306

Location: Norfolk, VA, 23509, USA

ADP is seeking a Siebel Support Administrator to join our Siebel CRM Support Services organization. This candidate will join a team who are responsible for release management, environment installation, maintenance and support of Siebel CRM and associated applications. Candidate will work directly with IT management & infrastructure teams, Siebel system administration and development teams to maintain application, manage upgrades, releases, troubleshooting, and issue resolutions. Primary job


* Request Fulfillment. Provide a channel for users to request and receive standard services for which predefined approval and qualification processes exist. Provide information to users and customers about the availability of services and the procedure for obtaining them. Fulfill standard requested services. Assist with general information, complaints or comments.
* Major Incident Management. Lead the communication, remediation, recovery, command and control, and follow-up efforts associated with high impact failures and/or service disruptions/degradations (Non DR Events). Communicates business impact and technical complexities to all levels of business and IT management.
* Problem Management. Ensures root cause of problems in the IT Infrastructure is identified and accountability is assumed through ownership assignment and repeated status reviews. Uses platform and product expertise to source the ownership of the problem, correlate to known error database, prioritize, and review resolution proposals. In case of Major Incidents creates post mortems and reviews with business leadership. Uses Pain Value Analysis, Pareto Analysis and other methods to diagnose, prioritize, and/or resolve underlying causes. Documents and communicates interim fixes. Closes problems after permanent solution deployment.
* Access Management. Grants authorized users the right to use a service while preventing access by non-authorized users. Leverages tools established by design engineering. Enforces policies established by governance and architecture functions.
* System Resource Management. Ensures the current state of IT infrastructure functions to meet the current and future business demands and also ensures that the capacity of IT services is utilized in a cost effective manner. Supplies feedback to Architecture and Design Engineering.
* Project Support. Supports the Project Manager in the planning, coordination, organization, and control activities to obtain operational objectives or desired business outcome. Influences beyond span of control to achieve goals and meet milestones.
* Change Support. Understands the risk profile associated with the introduction of changes to the IT infrastructure and platforms. Performs impact assessments. Ensures adherence to agreed maintenance windows. Works with Release Scheduling to calandarize and coordinate changes. Deploys changes into production or participates in the deployment with Implementation Engineering and/or Development.
* Expert Level Support
* Supports IT Operations Control and escalations from other Tech/APP Mgt teams.
* Expertise. Leverages platform, product, business process, and/or infrastructure expertise and experience to resolve complex issues.
* Problem Detection. Proactively identifies potential issues in design, development, or changes to products, platforms, or infrastructure representing operational environment in design reviews.
* Audit Support. Participates in the design, execution, and reviews of operational processes and procedures.
* Optimizes the use of OEM/3rd Party products and tools configuring them for operational activities. Specializes in tools, utilities, and automation scripting and utilization to improve overall effectiveness and efficiency of operations. (ie... Scheduling Tools, Scripting Technologies, etc...)
* Disaster Recovery. Schedules and supports disaster recovery testing efforts. Tracks and reports on disaster recovery capabilities. Supplies feedback to design engineering in post test reviews. Executes recovery procedures in the case of true disaster declaration. Qualifications:
* College Degree in a technology related area
* Thorough understanding of server, networking, databases and storage technologies
* Experience with Windows and Linux Operating Systems
* Experience with MS-SQL and/or Oracle DBs
* Strong oral and written communication skills
* Strong analytical and troubleshooting skills
* Experience writing scripts is preferred (any language)
* Team player with strong interpersonal management skills
* Ability to learn, unlearn and relearn
* Siebel
*Strong technical knowledge of Siebel Tools Configuration
*Strong technical knowledge of Siebel Architecture, including Gateway, Siebel, Web, and Database Servers
*Strong technical knowledge of Siebel EAI and EIM components, including VBC and EBC, Web Services, and Workflow
*Knowledge of MQ Series and integration with Siebel is required.
*Knowledge of Siebel Custom Authentication/Single Sign On and APIs is also required
*Siebel 8.1 (or higher) Core Consultant Certification preferred.
*Professional and effective communications skills -- both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels.
* Excellent problem analysis and detailed troubleshooting skills
*Experience working in a large cross departmental team environment
*Ability to work autonomously and within a team, and without close supervision.
* Commitment to providing stellar customer service and providing measurable results that demonstrate quality customer care.
* Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required Service Level Agreements.
*Must be flexible to work in a 24x7 operation on an on-call rotation. #cb# #linktech

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