To provide production support to all Siebel CRM environments to ensure continuity of use and provision of end user support. Work with key business representatives to maximize Siebel 7’s impact on revenue growth within the relevant business segments. This will include acting as a key point of technical representation for these businesses by utilizing Siebel’s virtual and physical architecture.

This role is a critical in the Company’s CRM and client first strategy, and therefore requires flexibility, cross-platform technical knowledge, and an eagerness to be involved in several projects, and also the ability to change priorities to meet business needs.
 
KEY RESULT AREAS:

New Development – Design, Architecture & Coding

• Based on requirements defined by the business, work on the Siebel 7 infrastructure to design, code, test & implement new components, as well as enhancements to various architectural layers (Business Object, Components) with full regard of underlying architecture, user impact, components strengths/weaknesses.
• Utilise newexisting technologies, products, & tools to speed & support development, streamlining and automating as required.
• Research & document issues, database design, business impact, conclusions
• Review design documents, functional specs, and provide feedback, input and guidance
• Work within the team to improve solution design and development through the use of structured methodologies and source code control mechanisms
• Work with the relevant business representatives to ensure business data is accurate and structured appropriately for required business use.

Technical Leadership

• Interface with the users (locally & internationally), vendors, and other system teams to build detailed specifications and add new functionality.
• Ensure current design, components, and architecture meets business needs, growth, volumes as well as the basic Siebel fundamentals for configuration and design.
• Suggest & where applicable, advance the use of new technologies, platforms, & products to meet business CRM needs

 
Production Support, Troubleshooting, CCR process & Complex Problem Resolution

• Act as primary support for complex production system issues for both the Siebel 6 and Siebel 7 environments..
• Investigate, diagnose & resolve complex problems raised by business or Systems
• Provide detailed information to development groups & vendors to trace problems
• Keep business & management advised of progress, status, plans on all problems
• For critical problems, advise the business & management immediately, and start corrective action
• Create System Monitoring procedures & thresholds, to ensure business continuity of existing and future CRM systems & their various components.

POSITION SPECIFICATION - SKILLS / KNOWLEDGE REQUIRED

• People communication skills, working as part of a team (business, support & development)
• Interpersonal communications (written & verbal)
• Prioritise/organise various work demands, and focus on critical tasks
• Indepth knowledge of Siebel 7 interfacing technology and database concepts
• Clear understanding of the business unit goals, it’s strategy and requirements
• Competent technical skills including: Siebel, Enabler, Web servers, DHTML/HTML, Oracle SQL, Oracle database structure, RIBS , Milvus , Datamirror, SQL Server, MS SQL.
• To be thoroughly familiar with the available tools, methods, procedures and/or equipment associated with existing and future web-based systems and possess adequate technical depth to recommend appropriate choices from alternatives in all these areas.

SKILL EXPECTATION

• Information Acquisition
• Identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps.
• Flexibility
• Taking account of new information or changed circumstances and modifying understanding of a problem or situation accordingly.
• Planning and Organisation
• Determining a course of action by breaking it down into smaller steps, and by planning and resourcing each of these.
• Decision Making
• Making decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints and the availability of necessary information.