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Manager, IT Salesforce

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Lead Facilitator for the delivery, management and improvement of IT operational services to support the Salesforce platform, and meet user needs, using a set of well-defined best practices, processes and procedures. Responsible for implementation, sustainment, and continuous improvement; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to change management, release management, operations, and delivery. Contribute directly to the strategy, development and quality of IT operational support of the Salesforce environment and the company’s service delivery capability. Instill service orientation and operational awareness.

Essential Job Functions may include:

  • Develop and maintain the IT relationship between various lines of business and IT Run Operations with regards to Change and Release Management, Incident and Problem Management. Maintain regular interaction to ensure issues are resolved in a timely manner and customer expectations are met and effectively managed.
  • Gain an understanding of change and release management concerns within the business and look to identify opportunities for service improvement initiatives.  Provide input to drive service improvement actions and plans; take responsibility for managing improvement.
  • Assess the suitability and viability of IT Run Operations services provided to the business by developing a deep understanding of both the IT Run Operations Services delivered and the business unit's needs in respect of these services to deliver successful outcomes.
  • Hold regular operational reviews with internal IT partners, and the business to review the quality of operational services delivered in support of the Salesforce implementation and adoption and ensure that any opportunities to improve are defined and implemented. 
  • Support the effective management of Incident and Problem Management processes.  Particularly ensure, business stakeholders are appropriately apprised and involved in the process.
  • Accountable for change and release management of all aspects of Salesforce rollout and implementation.
  • Deep functional and technical knowledge of ServiceNow, or other ITSM tools.
  • Working knowledge of Salesforce.
  • Working knowledge of Tableau reporting tool.
  • Working knowledge of relational databases.
  • Working knowledge of web applications and 3 rd party integration points.
  • Excellent verbal and written communication skills and ability to transfer information easily to team members, stakeholders and sr. managers
  • Must be able to effectively delegate responsibilities to achieve predetermined goals
  • Ability to establish and maintain strong relationships
  • Ability to work effectively at all levels of the organization
  • Must be a team player and able to work collaboratively with and through others.
  • Self-starter who is highly motivated and organized with an inclination for execution
  • Strong results orientation, with a focus on quality and attention to detail
  • Effective time management and prioritization skills.
  • Ability to deliver presentations competently to executive leadership.
  • Ability to lead process design discussions and organizational change across the IT organization.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This role is not a people manager role.

Education and/or Experience:

  • 2+ years Salesforce Admin experience
  • 3+ years change, and release management experience required
  • ITIL Foundations or other operational framework certification a plus
  • PMI certification a plus
  • Subject Matter Expert in operations including, but not limited to Incident Management, Problem Management, Change Management, Release Management, and Configuration Management

Language Skills:

Ability to read and interpret documents such as policy and procedure manuals, safety rules, operating and maintenance instructions. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Reasoning Ability:

Ability to solve practical problems and solve a variety of concrete variables in situations where only limited standardizations exists. Ability to intemperate a variety of instructions furnished in written, oral, diagram, or schedule form.

Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.

Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.