DTJP00025395
MARKET JOB TITLE: Business Analyst w/Siebel
LOCATION: Remote - based in CST or EST Time Zone
FED Role - US Citizenship Required
9 months plus
Must be W2 MUST HAVES: US Citizen. Please notate on resume or in supplier notes confirming candidate is a US Citizen. If not notated then candidate will be automatically declined. Strongly prefer candidates with Siebel experience. Application support experience; Previous business analyst jobs where requirements were gathered and implemented; Previous help desk or call desk support; Ability to communicate effectively; impeccable with note taking and follow-ups. May be expected to travel to Round Rock, Texas on rare occasion.
JOB DESCRIPTION:
The Dell Federal Business Enablement (FBE) Team is in need of a business support analyst within our Federal Production Support help-desk organization to support users with day to day how-to questions and tool issues across a wide range of sales applications, to include Salesfore.com and Siebel platforms . The analyst will be required to work with sales, sales operations, internal FBE team and IT stakeholders to troubleshoot, triage, and classify complex business process and data management problems and work with the applicable support owners to identify and communicate solutions within a highly integrated and regulated environment. The ideal candidate will have had experience with Salesforce.com and/or Siebel applications. This position can be considered a front line support analyst. Additionally, the candidate will work cross-functionally with requirements managers to ensure solutions requiring new functionalities are driven back into the IT development cycle.
DAY TO DAY: Troubleshooting quote, order, fulfillment, and other application and business process issues. Log SFDC cases, update cases, log Cherwell incidents if issue is IT related. Documentation of support procedures; Review and assessment of business issues and how to route them. Ability to work with owners of current processes and articulate that into a maintainable support process; Ability to interface with end users (mainly sales) in a professional manner; Tracking and follow-up of all intake requests.
SELLING POINTS: Customer-service mindset. This person will be working alongside a dynamic team driving quick response and tool/process support for Dell's Federal segment. Ability to pull reports and do data analysis using excel or other data analysis tools.
TEAM INFO: This resource will work with a core program team of 25 team members, mostly other support personnel, IT resources, and business requirements managers.