GT CBIB - ECeCS - 1 View - L1 Application Support Analyst

GT CBIB - ECeCS - 1 View - L1 Application Support Analyst

8-11 years
Not Specified

Job Description

  • To provide day to day 1st level support functions and perform basic troubleshooting of issues raised by users

Key Responsibilities *
  • Receive and investigate problem logs to determine recommended resolution
  • Escalate/Work with level 2 support team to resolve reported problems
  • Maintain selected parameter & master data maintenance as required to fulfil service requests
  • Ensure incident tickets are resolved within SLA
  • Provide regular feedback and status of issues to the appropriate parties, including inputs to knowledge base
  • Establish root cause for issues resolved
  • To perform testing when required
  • To provide support during off office hours including weekends

(Basic Degree/Diploma etc)
Degree (Computer Science, MIS or a similar technical field is preferred)
Professional Qualification and/or Regulatory, Licensing requirements
Relevant Work Experience
At least 8 years experience in a production support environment for Siebel CRM
Required Competencies and Skills *
(Essential to succeed in this job)
Technical/Functional skills
  • Investigation and root cause analysis
  • Fundamental Siebel Configuration and EAI Technical Knowledge.
  • Familiar with basic Siebel maintenance such as User ID maintenance, Position Maintenance, Division Maintenance, View and Responsibility maintenance
  • Basic troubleshooting knowledge is required

Personal skills (Soft Competencies [Core/Leadership])
  • Customer Service oriented.
  • Ability to perform multiple tasks simultaneously whilst working under pressure.
  • Ability to communicate effectively in a multidisciplinary environment of both functional and business resources
  • Forward thinking, dynamic and innovative
  • Works independently
  • Demonstrated systems thinking ability
  • Willingness to learn and take up new challenges


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