IT Product Manager Salesforce Support

Just Energy

Provides energy solutions, offering electricity and natural gas services to residential and commercial customers.

Manage and support Salesforce apps, lead support team, liaise with stakeholders.

6 days ago ago

Expert & Leadership (13+ years), Experienced (8-12 years)

Full Time

Mississauga, Ontario, Canada

Hybrid

Company Size

1,000 Employees

Service Specialisms

Electricity supply

Natural gas supply

Fixed‑rate energy plans

Variable‑rate energy plans

Green energy products

Solar incentive programs

Energy efficiency solutions

Commercial energy services

Sector Specialisms

Electricity

Natural Gas

Energy Efficiency Solutions

Renewable Energy Options

Residential

Commercial

Utilities

Role

What you would be doing

production support

health checks

salesforce support

test automation

process improvement

devops collaboration

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.
Develop, maintain, and strengthen effective relationships with business and IT stakeholders.
Take proactive steps to create and enhance tools and reports to help monitor, manage and report on the day to day.
Help manage and support applications built on Salesforce platform along with critical sales and business-related applications.
Remain flexible with multiple shifting priorities and effectively function under deadlines with minimal supervision.
Work with Product teams to prioritize enhancements on recurring issues.
Perform after-hours health checks and troubleshooting as needed and ability to stay on-call on a rotational basis.
Accountable to the Product Management leadership and communicating with business partners and stakeholders.
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.
Implement continuous process improvement, including but not limited to policy, problem resolution procedures, and production monitoring.
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.
Lead, manage and collaborate with cross-functional teams, business partners and stakeholders for the advancement of the product.
Collaborate extensively with DevOps teams, providing leadership and ensuring the teams are aligned around similar goals and objectives.
Help facilitate planned or unplanned system outages varying in purposes.

What you bring

salesforce

sql

5+ years

undergraduate

admin cert

team lead

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.
Hands-on experience in Salesforce object structure, security model, profiles and roles, fields, record types, page layouts, validation rules, triggers, and knowledge management.
Expertise with relational databases, specifically experience working with SQL.
Ability to create optimal solutions to complex business problems.
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.
Health and wellbeing tools and resources and more…
Undergraduate degree - preferably of technical, computer science, or engineering orientation.
Proven effectiveness at managing multiple tasks of varying complexities, meeting tight deadlines, and working well under pressure.
Possess a fundamental understanding of end-to-end customer experience integration and dependencies.
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.
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.
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.

Benefits