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(Siebel) Reporting Technical Specialist

DIRECTV

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Job Snapshot

Location:

Denver, CO 80201 ( map it!

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Employee Type:

Full-Time

Industry:

Entertainment

Manages Others:

Not Specified

Job Type:

Information Technology

Experience:

Not Specified

Travel:

None

Post Date:

11/6/2009

Contact Information

Ref ID:

0901625

Description Provider of Satellite Entertainment programmer to U.S households DIRECTV is looking for a talented, energetic and motivated (Siebel) Reporting Technical Specialist to join our Protection Plan organization. The (Siebel) Reporting Technical Specialist - Customer Contact will be responsible for researching technical trends, database reporting/creation, and developing process improvements to mitigate initial and repeat technical customer contacts and support department initiatives. Duties include, but are not limited to:

Develops and maintains contact and special project databases
Develops ongoing and ad hoc reporting through Siebel Analytics, Siebel Answers, Cognos, and other data repositories
Maintains and modifies existing database tables, queries, and macros to support changes in the business
Monitors contact trends as it relates to product type, reported issue, geography, etc. to identify problems and mitigate unnecessary technical customer contact
Monitors trends and data integrity in special project databases to drive improved operational performance
Works and interfaces with internal departments (e.g., National Command Center, National Escalation Team, broadcast operations, set top box engineering, field operations, call center operations, Installation Service & Support) to effectively identify and address contact trends
Evaluates contact trends, participates in technical contact conference calls, and identifies topics for call center communications
Maintains individual responsibility checklist for daily tracking of processes
Develops and maintains detailed policy and procedure documentation for all processes
Other duties as assigned

Requirements

A Bachelor's degree preferred and three (3) or more years experience in the Digital Broadcast Systems (DBS) Satellite industry
Requires at least one year of report development using Cognos Suites of Tools; Query Studio, Report Studio, and Analysis Studio
Requires at least one year of moderate to complex SQL queries expertise
Must possess working knowledge of Siebel and Microsoft Office skills including Access, Excel, PowerPoint, Word, and Visio
Must possess high level of attention to detail
Must possess general business knowledge and be familiar with business reporting and its tools for call centers and field operations. Must have excellent analytical, creative and problem solving abilities.
Must be highly motivated and be able to handle multiple priorities.
Must be able to track issues, follow up on resolutions and provide summaries to management.
Must have excellent interpersonal and communication skills (both verbally and written), and be able to communicate and collaborate with all levels of the organization, multiple cross-functional groups, and diverse personalities.
Must be able to work in both a team environment and independently.
May require up to 15% travel and the ability to expense travel costs prior to reimbursement.

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