Rimini Street, Inc., is a fast-growing global leader delivering unified software support and services. We empower licensees of Oracle, SAP, IBM, Microsoft, Salesforce®, and other cloud and locally hosted enterprise software to extract more value from their investments, advance innovation, create competitive advantage, and fuel growth.

With nearly 5000 clients served to date, we are the largest independent, full-stack ERP support and services company. Organizations who rely on our 24/7/365 support services range from progressive financial and manufacturing companies to mission-critical government agencies.

Our support quality and level of expertise consistently earn us best-in-class customer satisfaction ratings. Our people have earned Rimini Street multiple industry awards for exceptional work quality and customer service. We are proud to be recognized around the world as a Great Place to Work® and for community service efforts via the Rimini Street Foundation.

With more than 1,800 team members in 23 countries, we’re a global community guided by our purpose to provide equal access to technology. Fueled by our core values: company, clients, colleagues, and community, we’re committed to creating a culture that nurtures and rewards a growth mindset in an environment where our people are encouraged to dream big and boldly shape the industry.

We are actively seeking an Application Support Engineer, Siebel CRM. This role can be based anywhere in the United States.

Position Summary

The role of the Application Support Engineer, Siebel CRM is to provide exceptional remote-based system administration and due diligence support for mission-critical Siebel suite of applications, infrastructure, and integrations. The position includes the management of Service Requests, routine tasks, regular maintenance, as well as a responsibility to research, troubleshoot, and problem manage Incidents in our clients’ system. This includes but is not limited to support for software configuration issues, application administration, infrastructure administration, performance tuning, and similar actions.

Essential Duties & Responsibilities

• Provide remote-based Siebel system administration, including related infrastructure maintenance, and application support to multiple national and international accounts as a support engineer
• Execute against Service Requests following client standard operating procedures
• Bring Incidents to resolution through client’s regular problem management processes
• Clearly document all work in service-related tracking systems or through the creation and updating of Standard Operating Procedures
• Develop strong support-based relationships with our clients
• Step through the initial phases of problem management, gathering due diligence information and ruling out low-level probable causes with regards to complex customer issues using diagnostic tools and troubleshooting methodologies based on expert knowledge of Siebel applications
• Collaborate with team members in a virtual team environment to extend field experience to different client situations
• Participate in a 24x7x365 On-Call rotation with other team members, including nighttime and weekend on-call shifts
• This position is required to support clients in specific business hours

Experience

• Strong understanding of the Siebel architecture (Browser, Web Server, App Server, DB Server, etc…)
• Five to 10 years hands-on Siebel application and system administration experience on versions IP20 or higher
• Siebel Tools Configuration: Business Objects, Business Component, Screens, Views, Applets
• Deep expertise in Siebel Application functionality (Navigation, Menus, Assignment Manager, Workflow, etc…)
• Ability to read and understand eScript, Siebel VB, Browser Script, etc
• Solid technical Operating System experience with Linux and Windows
• Familiarity with different databases (Oracle, SQL Server, DB2, etc…) and SQL programming language
• Good understanding and experience with DataStage including ETL troubleshooting as well as development
• First-hand development and troubleshooting experience with REST API
• Experience with various browser technologies and browser security; web application development experience is a plus
• Ability to program in Siebel scripting languages
• Experience with Siebel Vertical solutions for Financial Services industry
• Experience with SDLC for Siebel based on best practices

Skills

• Good interpersonal, presentation, and communication skills; attention to detail and excellent listening skills
• Familiarity with ITIL management and processes
• Strong analytical and technical problem-solving skills
• Demonstrated ability to work independently and as part of a team
• Strong verbal and written English skills
• Result-focused, motivated, team-oriented professional with a strong work ethic
• Exhibit a calm, methodical, and logical direction during high-pressure situations
• Superb trouble-shooting skills and tenacious attitude for problem solving
• Process-oriented thinker with the ability to document Standard Operating Procedures and ticket-related documentation

Education

• Bachelor’s in Business Administration, Computer Science or other related field, or equivalent work experience