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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 parters, 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.


  • 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