上海招聘

The Provisioning and Workflow administrator will be responsible for the maintenance of existing Customer Service (CS) systems, and creating and maintaining agent accounts and metadata. Focus will be on access related functions as well as interacting with end-users. Systems to be administered include Kronos, Siebel, CCA, InQuira, and custom-built applications.

Core responsibilities will include:

• Account provisioning/deprovisioning and access control for eBay CS tools and systems.
• Troubleshooting /resolving reported issues.
• Execution of regular audits to ensure proper procedures have been followed and accurately documented prior to implementation or any action taken.
• Partnering with CS operations groups to understand business requirements of provisioning and workflow processes.
• Execution of audits to ensure that employee metadata relationships are accurate and internal processes and procedures are satisfying business requirements.
• Establishing deadlines based on business/system dependencies.
• Provide guidance to executive and senior management, business units, IT staff, work force management, and content managers around workflow implications, system issues and workflow options.
• Ensuring proper change management related to system or workflow changes executed by provisioning/workflow.
• Meeting or exceeding all published service level standards.
• Meeting or exceeding all quality measurements.
• Establishing relationships with individuals throughout the organization to ensure excellent information flow and feedback on impacts of business rules, processes, and workflow.
• Acting in a contributor capacity in the identification and implementation of workflow process improvements.

Job Requirements

Proven ability to quickly learn and adapt to new software technologies.
• Experience with Microsoft Office (Outlook, Word, Excel, Access, Power Point, Visio, etc.).
• Experience with IVR/telephony systems.
• Experience with RDBMS (e.g. Oracle, SQL Server, etc.) and OLAP tools (e.g. Microstrategy, Business Objects, etc.).
• Ability to understand complex rule sets and workflows, both at a high level and in detail.
• Excellent written and verbal communication skills.
• Ability to develop and maintain professional working relationships with co-workers and peers.
• Ability to maintain highly confidential information.
• Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
• Familiarity with eBay and other e-commerce and search sites.
• Ability to prioritize and re-prioritize as events warrant.
• Excellent troubleshooting skills are essential.
• Highly detailed

Basic Qualifications

• 4+ yrs experience with contact management/ workflow administration
• Bachelor Degree or Applicable Certifications.
• 4+ yrs Siebel Application Administration experience.

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