Oracle CRM Database Operations Administrator/Manager

Oracle CRM Database Operations Administrator/Manager - Leeds - Insurance - £400 per day

Duration is 6 months with possible extensions and possible perm role. The client requires someone with the following skills;

• Oracle experience essential
• Report writing experience
• CRM database experience
• Insurance industry preferable
• Experience as a BA
• Strong stakeholder management

Location: Leeds plus some flexible working

• Case management - Management and resolution of cases raised by UK business users. Work closely with two existing case handlers. Providing technical support as required. Participate with managing selection cases as required (this will require appropriate technical skills). There is a technical EMEA resource to assist with referring technical case issues
• Global Team liaison - To liaise with the Global Team, acting as the conduit between the Global Team and the UK Team and Business Units. Respond in timely and effective manner to system improvement requests from Global team
• Resolving issues - Reporting to the Change Control Group, take responsibility for resolving UK issues, e.g. National developers SFDC prospects missing when systems got transferred
• Communications - To work with the Communications Team to provide timely and effective communications to users in the business
• Training - Work with the Global training Team and the UK Team to design, oversee and ensure that an ongoing training programme is effectively implemented. This will entail assessing the changing training needs for all users and where appropriate actually conducting training. In terms of support, there is an existing global training resource/expertise as well as existing UK training materials
• Day to day data quality - Devise strategies to improve the volume and quality of data captured. This is an important aspect as better data leads to better business forecasting and planning. This will be linked to the training programme too
• Technical support superusers - Provide technical support to a new batch of Level1 superusers across the UK business
• Reporting & analytics - To support the business reporting requirements by liaising with existing reporting analysts
• CRM database quality improvement - assist in defining and implementing improvements to the existing CRM database e.g. verifying Account Owner names, adding specified Industry classifications

Skills and expertise

• People management - able to manage a small team of two case handlers. Includes; delegation, motivation, monitoring, problem solving and reporting
• CRM/Oracle case resolution
• CRM/Oracle report writing
• Reporting to senior management
• Expert with MS Excel
• Proficient with modern business communication tools i.e. emails, Webex, MS Office, Skype for Business etc
• BA/Project Experience (desirable)
• Running workshops to identify business requirement
• Writing business requirements and conducting due diligence to obtain sign-off
• Developing testing strategies (including writing test cases), managing User Acceptance Testing and obtaining sign-off
• Delivering agreed project outcomes quickly and efficiently
• Engaging with and influencing mid to senior level stakeholders
• Measuring and reporting on project actions, risks and benefits progress using an established framework
• Managing progress including remedial action to adjust plans and activity to meet outcomes that are in jeopardy