MGR I IT Operations - Digital Sales & CRM

Job description

Job Overview

This is a technical leadership role that will lead the Sales and CRM (Salesforce) support team managing support issues and minor enhancements.  This role will have strong leadership, communication, work management, and Salesforce technical skills, managing a strong Salesforce technical team.  Work organization and planning skills are critical to ensure success in a fast-paced cross functional environment.  This candidate will have to quickly learn and understand the Digitals Sales and CRM(Salesforce) applications and the related integrations with the other systems.

Responsibilities:

1. Leadership and Team Management:
   
• Proven experience in leading teams and ensuring timely project delivery.
• Foster collaboration and mentorship to drive performance.
2. Self-Motivation and Results Orientation:
   
• Results-driven with urgency and attention to detail.
• Prioritize tasks effectively and work independently.
3. Incident Management:
   
• Manage ServiceNow incidents, escalations, and root cause analysis.
• Conduct post-incident reviews to improve processes.
4. Backlog and Enhancement Management:
   
• Evaluate, prioritize, and coordinate enhancement requests.
• Maintain an organized backlog for efficiency.
5. Technical Specification and Jira Management:
   
• Translate business needs into Jira stories and review technical designs.
• Collaborate with architects and support teams.
6. Technical Design Leadership:
   
• Lead design sessions to create solutions aligned with business goals.
• Ensure designs meet standards and are feasible.
7. Task Organization:
   
• Plan and prioritize tasks effectively to meet deadlines.
• Adjust schedules as needed to handle challenges.
8. Technical Environment Management:
   
• Oversee patches, upgrades, and sandbox maintenance.
• Ensure a secure, updated operating environment.
9. Documentation and Support Practices:
   
• Maintain comprehensive documentation and templates.
• Refine support processes for improved efficiency.
10. Release Management:
    
• Manage DevOps processes and maintain the release calendar.
• Ensure accurate and conflict-free deployments.
11. Cross-Functional Collaboration:
    
• Build strong relationships with stakeholders and teams.
• Address Salesforce requests and ensure alignment.
12. Vendor Management:
    
• Evaluate and manage vendor performance and contracts.
• Ensure timely and quality service delivery.
13. Workstream and Priority Management:
    
• Balance multiple priorities while maintaining quality.
• Dynamically allocate resources as needs change.
14. Global Communication Flexibility:
    
• Accommodate time zones for global team communications.
• Ensure seamless collaboration internationally.

Candidate Desired Profile:

•     Bachelor's or higher degree in Computer Science or equivalent
  •    Proven track record of Salesforce Technical Leadership
  •    8+ years of IT experience, 4+ years of Salesforce Development leadership experience
  •    Strong analytical and problem-solving skills
  •    Strong object-oriented programming skills, Experience with Apex, Visualforce, Lightning Components (Aura/LWC), and all other Salesforce.com technology
  •    3+ years of working with Jira and Service Now
  •    Experience mentoring junior developers and leading code review sessions
  •    Strong communication skills with ability to communicate with Business, IT cross-functional teams, and leadership within the organization
  •    Working knowledge of Salesforce.com permission structure, including profiles, roles, and permission sets, and Salesforce.com security architecture
  •    Strong knowledge of Salesforce.com standard configuration components
  •    Working knowledge of Salesforce.com Metadata API and deployment practices 
  •    Salesforce Certified Admin/Platform Developer/Architect strongly preferred
  •    Working knowledge of Copado DevOps tool
  •    Knowledge of ASP.NET and T-SQL is a plus
  •    Solid understanding and experience using Eloqua is a plus