Urgent Requirement : Urgent Requirement//Augusta,ME

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Urgent Requirement Please Send Resumes to : vicky.softwaretechnologylabs@gmail.com

Job Title    : Oracle CRM Analyst

Location    : Augusta,ME

Duration     : 12+ Months

Duties:                                                      

1. CRM Application Support for CRM Users, responsibilities include (but are not limited to):

• Provide front-line response to solve application access problems for users.
• Monitor support email and record responses in call-tracking log.
• Provide weekly status reports and analysis on a weekly basis.
• CRM maintenance & general systems management (i.e. user login creation)
• First level of support (troubleshooting and simulation) of database issues to find a resolution for the staff or facilitate escalation of the issues if needed.
• Create and distribute targeted lists (email/report) to promote FRE programs.
• Assist with the management CRM structure; the creation user-defined tables and fields inCRM and design of business processes.
• Perform data loads as needed.
• Provide CRM user training for co-workers during new user orientation or regarding new business function and processes.
• Assist with the integration of third-party application integrations with CRM (e.g. Integrate with Lotus Notes (Fellows Consulting); Account plan automation (Oracle Consulting - in process); Create Dashboards (Oracle Consulting - in process); Consolidation and reporting of customer tasks and trends; Reporting that meets format standards (iSolvIT); Data Cleansing (ActivePrime); Surveys (Clicktools).
• Participate in the evaluation of E-marketing tool Eloqua as a follow on for automated marketing.
• Deliver services of usage analysis, data import/export, user access, custom reporting for departments on an as needed basis.
• Collaborate with I/T web development team to ensure data integrity and accessibility to our internal users, and stakeholders.
• Assist departments with the development of requirements and business processes for new initiatives that require assistance; this includes requirements organization, planning monitoring and execution.
• Maintain documentation of current business processes and workflows.
• Assist in the design and maintenance of business intelligence dashboards to allow departments to the view business-critical data.
• Conduct user acceptance testing as required for Oracle releases and internal system upgrades and new functionality.
• Attend project working training sessions as needed to maintain a strong working knowledge ofCRM systems designated for support.

2. Support / Provide training support for CRM applications and key functions:

• Assist with developing methods to optimize the use of CRM software application, key functions and other technology-related tools through the development and delivery of training assessment, programs and training tools.
• Prepare materials including training curriculum, plans, user documentation and best practice procedures.
• Provide user training at the individual and group level

 3. Maintain effective user support relationships:

• Respond promptly to requests for support and service.
• Log user issues to maintain and track common issues
• Provide thorough follow-through support to users, stakeholder POCs and Project Managers.
• Perform other duties as assigned.

4. Experience

• Minimum of four (4) years of related CRM work experience
• Experience with Oracle On-Demand Customer Relations Management (CRM) system, MS OS and applications including Word, Powerpoint and Excel and Visio, security software, computer and software troubleshooting/maintenance, and basic Active Directory
• Demonstrated ability to provide excellent customer service and to analyze application statistics to develop tactical improvement recommendations for the CRM usage and continued adoption.

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