Siebel Support Specialist

Overview: The Siebel Support Specialist is responsible for providing day-to-day operational support for the Siebel CRM application. This role involves troubleshooting issues, performing root cause analysis, executing system maintenance, and working with development teams to ensure the smooth functioning of Siebel systems. The specialist will interact with end users to resolve technical problems and provide training as needed to optimize the use of Siebel CRM.

The project is estimated to include eighteen (18) iterations of three (3) weeks each, with work delivered under the guidance of Product Managers, Scrum Masters, and Agile Teams.

Key Responsibilities:

• System Maintenance & Troubleshooting:
  • Provide 1st and 2nd-level support for Siebel CRM issues, identifying root causes and working to resolve technical problems.
  • Monitor system performance and troubleshoot errors, crashes, and data inconsistencies.
  • Ensure that Siebel environments (Production, Development, and Test) are stable and available.
  • Perform system upgrades, patches, and configuration changes in collaboration with technical teams.
• User Support:
  • Act as the primary point of contact for end users experiencing Siebel-related issues.
  • Provide hands-on troubleshooting, root cause analysis, and resolution of technical problems related to Siebel.
  • Assist users with navigation, report generation, and general usage of the Siebel CRM system.
  • Create and maintain end-user documentation, including “how-to” guides and troubleshooting steps.
• Configuration & Customization:
  • Assist in the configuration and customization of Siebel application modules based on user needs.
  • Collaborate with Siebel developers to ensure that changes and new features align with business requirements.
  • Test system changes and updates to ensure functionality before deployment.
• Data Management:
  • Perform data correction and maintenance activities to ensure the accuracy and integrity of CRM data.
  • Assist with data migrations and support data cleanup projects.
  • Work with database administrators to resolve data-related issues and optimize performance.
• System Monitoring:
  • Monitor Siebel applications and system logs for potential issues and address them proactively.
  • Provide regular reports on system performance and usage to management.
  • Recommend and implement process improvements to enhance system efficiency and user experience.
• Collaboration:
  • Collaborate with the IT team, business analysts, and Siebel developers to resolve complex technical issues and implement solutions.
  • Work with third-party vendors for Siebel-specific technical support when needed.
  • Assist in testing new functionality, modules, or upgrades as part of the Siebel system lifecycle.

Requirements

• Education:
  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Experience:
  • 2+ years of experience in Siebel CRM support, with a strong understanding of Siebel application architecture.
  • Hands-on experience troubleshooting Siebel systems, performing upgrades, and managing system configurations.
  • Familiarity with Siebel application modules, workflows, and business processes.
  • Experience with databases (e.g., Oracle), SQL queries, and data management.
• Technical Skills:
  • Strong knowledge of Siebel Tools, Siebel Server, and related technologies.
  • Understanding of Siebel configuration, scripting, and administration tasks.
  • Familiarity with XML, SOAP, and REST web services within the context of Siebel integrations.
  • Experience with Unix/Linux environments for Siebel server management is a plus.
• Soft Skills:
  • Strong problem-solving and analytical skills with attention to detail.
  • Excellent communication and interpersonal skills to work with end users and technical teams.
  • Ability to work independently and prioritize tasks effectively in a fast-paced environment.
  • Customer-focused mindset with the ability to understand user needs and provide effective support.
• Preferred Qualifications:
  • Siebel Certification (e.g., Siebel CRM 8.x Consultant) is a plus.
  • Knowledge of ITIL or similar service management frameworks.
  • Experience with cloud platforms and SaaS-based CRM solutions is an advantage.

Benefits

• Work hours are Monday - Friday, normal 40 hours weeks working onsite up to 5 days a week
• Location: Ottawa, ON
• Type of job: Temporary Contractor
• Date candidate required: Immediate
• Length of Contract: 12 months with the possibility of extension