| Dates: | April 2004 to July 2004 | Role: | Application Support | |
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| Location: | UK | Software: | Siebel 6.3 & 7.5 Consumer Goods | |
| Skills: | Siebel Remote, Siebel Anywhere, Outbound Communications (via fax), PCAnywhere. | |||
| Summary: | Unilever were establishing a team to provide 2nd level support to a multilingual, multi-org, European implementation of Siebel 6.3 Consumer Goods, later upgraded to 7.5. Mark's role was to guide and assist the team in supporting the end users (approx 200 remote and 50 connected across Europe) as well as mentoring team members who were less experienced in Siebel. Mark was also responsible for identifying areas of the system that require monitoring and define procedures to ensure the smooth running of the application. This role included the use of Siebel Remote, integration with a fax server and PCAnywhere. | |||
| Detailed Description | ||||
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Mark joined the support team at Unilever. This was a new team who were still developing processes for supporting the end users across Europe. The team were responsible for supporting a number of applications, one of which was a Siebel 6.3 Consumer Goods implementation. The Siebel application was a multi lingual, multi org implementation that covered a user base in the UK, France and the Nordics, with plans to be rolled out to a number of other countries across Europe. This user base included approximately 200 remote and 50 connected users across the countries mentioned. In addition, the application was in the process of being upgraded to Siebel 7.5, which went live in June 2004. Mark's primary role was to guide and mentor other team members in providing support for the Siebel application. In addition to providing 2nd level support to the end users, this involved developing a number of support processes to monitor the application and ensure it continued to run smoothly. Mark was required to ensure that other team members achieved a level of understanding of Siebel that they could continue to support the application after Mark's contract had expired. As part of the support team, Mark was also involved in the roll out of the upgrade to all 250 users, which involved receiving all the tablet pc's from the remote users, upgrading their software and applying the new local database on all machines over a weekend. |
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