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Job Category
Enterprise Technology & Infrastructure
Job Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Do you want to be part of a company that is changing the way software is developed and used? The Service Manager is responsible for enterprise-wide Application Management Services, optimizing performance and efficiency, coordination, overseeing, and leading operational processes, maintaining agreed service levels with continuous improvement! This individual will work in collaboration with a Managed Service Provider (MSP), developers, business stakeholders, and other technology teams to provide support on complex enterprise application implementations. This is a dynamic role that encompasses leadership, coordination, communication, and collaboration to guarantee optimal service delivery, performance, and alignment with organizational goals!
Responsibilities:
- Supplier Performance Management: Hold vendors accountable for delivery of contracted services. Lead vendor deliverables and ensure they meet quality standards, SLAs and critical metrics.
- System Health & Performance Management: Work closely with System Analysts, Engineers, and MSP to ensure tasks are engineered and implemented as designed. Propose system enhancements that will improve the reliability, health, and performance of the system. Develop and manage tools and processes to minimize system incidents and downtime.
- Stakeholder Management: Act as liaison with vendors on IT system issues. Collaborate with Scrum teams and provide expertise/insights about IT systems.
- Reporting and Communication: Provide consolidated reporting on maintenance and production support activities, encouraging transparent communication across all levels.
- Operational Leadership: Own the execution of critical processes and activities underpinning service operations, such as Case Management, Incident Management, Problem Resolution, Change Management, Availability Management, Disaster Recovery Planning, Business Continuity, Audit & Compliance, Event Management, and Configuration Management.
Required Skills:
- 6-8 years Salesforce administration and support experience in an enterprise IT environment, supporting all aspects including case management and platform maintenance
- Advanced knowledge of support concepts and policies
- Experience with vendor relationship management
- Good knowledge of the Software Development Life Cycle (SDLC), Agile Software development, SaaS model and concepts
- Familiarity with SOX protocols, Incident Management, Change Management and Release Management principles and processes
- Exceptional research skills and resourcefulness. Deep technical problem solving skills, with an ability to tackle complex application issues
Required Salesforce Platform Skills:
- Experience working on Salesforce applications with a minimum 300-seat environment handling all aspects of CRM
- Advanced knowledge of Salesforce platform native functionality
- Experience with sandbox and production deployments
- Deep understanding of Salesforce SOQL, SOSL and security model
- Knowledge of best practices regarding Salesforce implementations, including design patterns, release management, deployment strategies, and testing best practices
- Salesforce Administrator (201) and Advanced Administrator (211) Certification
- Salesforce Platform App Builder Certification
Desired Skills:
- Salesforce Platform Developer 1 Certification
- Sales Cloud or Service Cloud Certification
- Experience with Salesforce Experience Cloud
- Experience with Salesforce programming languages such as Apex and LWC
- Experience with database concepts and data modeling capabilities
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