Siebel Support Consultant

JOB ID: 3953
INTERNAL ROLE TITLE: Siebel Support Specialist
FUNCTION: Managed Services
REPORTS TO: Operations and Support Manager
DEPARTMENT: Enterprise Mobility Solutions – Managed Services

Role summary

The responsibilities of the Siebel Support Specialist is to ensure that:

• Application and database support services are provided as specified in the relevant customers Service Agreements and that Service Level Agreements (SLAs) meet or exceed the agreed Service Levels (SL).
• To assist the Operations Manager in the delivery of “best practice” operational and project services to Managed Service Practice customers.
  An element of account management and develop a close relationship with the customer(s).

Essence of role

• Ensure that the appropriate systems and applications are installed, configured, monitored, managed and maintained in accordance with Company’s policy and industry ‘best practice’.
• Assist in the resolution of issues (incidents / problems) ensuring SLA’s / OLA’s are met.
• Know, and adhere to, all relevant customers’ entitlements to support
• Interaction with the ticketing / call logging system and the maintenance of operating plans and schedules.
• Communicates effectively to the necessary parties (internal and external) when required in good time, keeping them up to date on issues impacting service.
• Ensuring that Managed Services processes are followed, whilst at the same time working to develop new and improved common methodologies and processes across the group
• Close liaison with peer groups, Team Leader and with Senior Management to ensure alignment of team activities with company goals
• Ensure the escalation process is followed on all high priority calls.
• Keep up to date with relevant product offerings and support policies in order to provide technically accurate solutions to issues.
• Develop new and enhance existing quality support methods and communication skills through seeking feedback and implementing successful and proven approaches.
• Produce reports on as per SLA to demonstrate the performance or status of any part of the system.
• Liaising closely with Service Desk personnel to ensure that calls are being actively managed and that sufficient data is available to enable informed and timely updates to customers
• Travel to the customer’s site (as appropriate) to keep up-to-date with any changes to the systems or personnel.
• Perform after-hours duties during the customer’s agreed change and maintenance window. Participate in any on-call or stand-by duties as required on a rostered basis.
• Technical documentation / run books on systems are kept up to date and in the specified format.
• Duties performed comply with health and safety standards, all accidents and hazards are identified and reported to management.
• Assists in the RFP process if required.
• Prepare SOW, where required.
• Assists in the implementation and ongoing maintenance of ITIL and MOF standards, processes and procedures.
• Assists the Operations Manager in the identification of post sales opportunities.
• Delivering small enhancements or corrections to customer systems
• Project initiation, proposal and management for Support projects of between 2 and 15 days duration. Works with Small Project Team and/or Technical Resource Group to ensure successful delivery.
• For new implementations or major upgrades: provide estimation and planning input to Project Manager, ensure a smooth transition from Consultancy and function as resource on project as required.
• Occasionally mentor junior staff.

Role dimension

Financial (limits/mandates etc.)

• Account for your time utilisation within the call management system.
• Ensure that all ‘out of scope’ or chargeable work is billed / logged accurately.

Non-financial (customers/staff etc)

• Understand client (s) SLA e.g., support entitlement, in-scope work, response times, hours of operation, penalty clauses etc.
• Ensure that service delivery targets are met or exceeded. E.g., agreed Service Levels
• Ensure client issues are resolved or escalated in an appropriate manner.

Typical outputs

• Assist in the development and implementation of new or improved service delivery strategies and initiatives.
• Occasionally provide service delivery support and training for junior team members.
• The ability to build and maintain working relationships with people is a key requirement in this position and effective communication is essential. Key relationships include those with:
  o Clients (both external and internal)
  o Team members
  o Partners, Service Agents and third party service providers
  o Account Managers, Site Service Managers and Capability Managers
  o Line Management
• All client documentation and run book information is kept up to date.
• Systems are optimally configured and information contained there in is current e.g., maintenance of User accounts, pro-active system maintenance etc.
• Manage the commitment to the approved service level agreement.
• Involvement in service level meetings when appropriate.
• Act as a point of contact for the customer if required.
• Identify opportunities for new services business and bring these to the attention of the appropriate people.

Competency / Performance Driver

 Putting Customers First

• Customer Focused - can see things from the client’s viewpoint and works hard and efficiently to manage customer expectations and deliver quality solutions.

Performing Through our People

• Team player with good all-round inter-personal skills
• Inspires confidence in peers / managers / customers.
• Willingness to share knowledge and work as part of a team

Delivering Results

• Works well under pressure to meet deadlines
• Results orientated – “can do” attitude
• Can work with minimal supervision, but …
• Knows own limitations and when to ask for help.

Communicating for Impact

• Good communication skills, both verbally and in writing
• Clear communication with customers and peers alike will demand that expectations are managed in order to keep projects on track.

Making a Personal Difference

• Pro-active in identifying and resolving issues
• Resilient – willing to take responsibility
• Organised and self-disciplined

Managing a Changing Environment

• Systematic, disciplined and analytical approach to problem solving
  

Technical/Professional expertise

 Essential:

• 2-3 years ideally supporting a Siebel 7.x system.
• Trained Siebel Consultant, has worked on Siebel implementation projects or provided small enhancements to an existing system.
• Technical knowledge of relational database theory, database programming for one or more of the following products: Oracle, MS SQL Server, Sybase, DB2, or relevant other RDBMS.
• Applies knowledge effectively to establish root cause of defects. Possesses sufficient general business and technical knowledge to investigate incidents.
• Experience with the following areas of Siebel:
  o Siebel Remote
  o Assignment Manager
  o Workflow
  o Siebel Handheld
  o EIM
• Works well under pressure.
• Experience with Siebel Performance Tuning
  
  Preferred
  
• Siebel Certification in Siebel 6 and 7
• Experience with database performance tuning
• Experience with hardware performance tuning
• Experience with network performance tuning
• Knowledge of Siebel Analytics or any other data ware house product
• Knowledge of business intelligence – Actuate/Crystal/Business Objects
• Experience with CTI and Siebel integration
• Experience of all project roles including Project Management
• Experience in Siebel architecture design Knowledge of Solaris and/or Linux

To apply for this role email recruitment@aspective.com quoting 3953 as reference.