IT Product Manager Salesforce Support

Description

• Develop, maintain, and strengthen effective relationships with business and IT stakeholders.
• Implement continuous process improvement, including but not limited to policy, problem resolution procedures, and production monitoring.
• Lead, manage and collaborate with cross-functional teams, business partners and stakeholders for the advancement of the product.
• Perform after-hours health checks and troubleshooting as needed and ability to stay on-call on a rotational basis.
• Help facilitate planned or unplanned system outages varying in purposes.
• Help manage and support applications built on Salesforce platform along with critical sales and business-related applications.
• Accountable to the Product Management leadership and communicating with business partners and stakeholders.
• Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives.
• Collaborate extensively with DevOps teams, providing leadership and ensuring the teams are aligned around similar goals and objectives.
• Work with Product teams to prioritize enhancements on recurring issues.
• Create, maintain and execute test plans that ensure tools or software packages function correctly before they are released into production. Strengthen the use of AI to automate monitoring and production testing suites.
• Take proactive steps to create and enhance tools and reports to help monitor, manage and report on the day to day.
• Remain flexible with multiple shifting priorities and effectively function under deadlines with minimal supervision.
• Lead a team of offshore Production Support Analysts to manage day-to-day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages.

Requirements

• Undergraduate degree - preferably of technical, computer science, or engineering orientation.
• Hands-on experience using Salesforce products to develop client or business solutions – configuring Salesforce CRM products, modifying screens, changing workflows, validation rules, security controls, data analysis, and reporting.
• Hands-on experience in Salesforce object structure, security model, profiles and roles, fields, record types, page layouts, validation rules, triggers, and knowledge management.
• This position requires availability over the weekend and during evening hours. Successful candidate should be available to work occasionally on Weekdays and Weekends and shifts of 1PM – 9PM.
• Ability to create optimal solutions to complex business problems.
• Hands-on experience working with the Salesforce ecosystem including knowledge of Sales Cloud, Service Cloud, and Lightning UI. Salesforce administrator certification would be a definite asset.
• Minimum 5 years’ experience in Application Support with experience in leading a team (preferably globally distributed teams); with 3-5 years of experience working in Salesforce environment.
• Expertise with relational databases, specifically experience working with SQL.
• Proven effectiveness at managing multiple tasks of varying complexities, meeting tight deadlines, and working well under pressure.
• Experience in the Retail Energy industry is a definite asset, with understanding of retail energy industry-specific systems including CRM, Customer Experience Suite, Billing etc.
• Health and wellbeing tools and resources and more…
• Possess a fundamental understanding of end-to-end customer experience integration and dependencies.

Benefits

• Competitive compensation
• Comprehensive benefits package
• Performance based bonuses
• Hybrid Working Model

Training + Development

Interview process

Visa Sponsorship

Security clearance