Position Overview:

We are seeking a highly motivated and experienced Salesforce Operations Team Leader to join our dynamic technology team.

In this role, you will lead and mentor a team of Salesforce Integration specialists, ensuring the seamless operation and optimization of our Salesforce platform.

You will also act as the incident manager, taking ownership of incident tracking, reporting and RACI Matrix maintenance.

Key Responsibilities:

Team Leadership:

• Lead, mentor, and motivate a team of Salesforce integration specialists.
• Delegate tasks effectively and monitor performance.
• Provide guidance and support to team members on technical and operational issues.
• Conduct regular team meetings to discuss progress, challenges, and upcoming initiatives.
• Foster a collaborative and positive team environment.

Salesforce Operations:

• Oversee the day-to-day operations of the Salesforce platform.
• Ensure data integrity and accuracy.
• Implement and maintain Salesforce best practices.
• Identify and resolve system issues and errors.
• Manage user access and security.
• Collaborate with stakeholders to gather requirements and implement new features and functionalities.
• Stay up-to-date on the latest Salesforce releases and updates.

Incident Management:

• Track and document incidents in a timely and accurate manner.
• Analyze incident trends and identify root causes.
• Develop and implement incident resolution procedures.
• Generate regular incident reports for management.
• Maintain and update the RACI matrix for incident management.

Reporting and Analysis:

• Create and maintain dashboards and reports to track key performance indicators (KPIs).
• Analyze data to identify trends and insights.
• Provide recommendations for improvement based on data analysis.
• Present findings and recommendations to management.

Qualifications:

• Bachelor's degree or higher in computer science, engineering or a related field.
• 5+ years of experience in Salesforce administration and configuration.
• 2+ years of experience leading and managing a team.
• Proven experience in incident management and reporting.
• Salesforce certifications (e.g., Administrator, Advanced Administrator, Platform App Builder) are highly desirable.
• Deep understanding of Salesforce Sales Cloud, Service Cloud and Marketing Cloud.
• Proficiency in Salesforce configuration, customization and development (Apex, Visualforce, Lightning Web Components, and SOQL).
• Strong data management and analysis skills.
• Experience with data migration and integration tools.
• Knowledge of the ITIL framework and incident management best practices.
• Excellent problem-solving and troubleshooting skills.
• Excellent leadership and communication skills.
• Strong interpersonal and team-building skills.
• Ability to work independently and as part of a team.
• Proactive and results-oriented approach.
• Excellent analytical and critical thinking skills.
• Ability to adapt to changing priorities and deadlines.
• Strong attention to detail and accuracy.