Global Siebel System Business Analyst - (US-KY-Lexington - 40598)

Compensation: $100K - $100K / Year
Minimum Education: Bachelors
Job Type: Full Time
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Lexmark International, Inc. (NYSE: LXK) is a global Fortune 500 company that makes it easier for businesses and consumers to move information between the digital and paper worlds. In doing so, we are guided by a simple vision: Customers for Life. Since our inception in 1991 as a spin-off of IBM, Lexmark has become a leading developer, manufacturer and supplier of printing and imaging solutions for offices and homes. Lexmark's products include laser printers, inkjet printers, multifunction devices and associated supplies, services and solutions. People who like to work in a challenging and fast paced environment thrive at Lexmark.
Responsibilities
• Assess current state of demand generation and account management processes in each geo and country where Lexmark operates. Harmonize those processes so they can be consolidated into a single application (Siebel).
• Develop and execute a rollout plan to adopt the harmonized processes and Siebel CRM software around the world.
• Define and monitor standard reporting package of result, activity and process metrics, with traceability from Sales Rep to Division President. Define and monitor key performance indicators for: 1) the project rollout; and 2) on-going operations. Recommend areas for improvement to people, process, and tools.
• Train regional key users and in-country users on maximizing value from the application and reports. Drive user adoption within the sales and marketing organizations.
• Manage user inquiries and issues after the system is deployed. Serve as primary contact for support inquiries (phone or email) about the system functionality. Work with vendors to resolve any issues and provide initial response to the user.
Experience and skills
- Bachelors Degree and related software experience
- PMI Certification or demonstrated competency
- 5 years of CRM software or application experience
- Strong understanding of sales process and account management related in the consumer packaging industry
- Familiarity with standard project management practices and procedures, including knowledge of project management software such as Microsoft Project
- Able to work equally well with internal development organizations and external vendors.
- Familiarity with large scale IT environments and systems.
- Organized, detail-driven, flexible, strong communicator, results-oriented problem solver, ability to work independently but also within the team
- Outstanding phone skills to understand user problems, identify solutions, and communicate the solutions to the user(s). Often requires webinar skills too.
- Outstanding training skills to teach users new functionality or to train new users on the whole system. Also must be proficient in explaining the business process and in explaining the system itself.
- Able to empathize with user frustrations, separate bona fide issues from simple complaints, and remain firm as needed when complaints are poorly founded.

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