Citizen IT Operations Manager

CSC•Wilmington, NC

2d•Hybrid

About The Position

The Citizen IT Operations Manager is part of the CLS Service organization that leads a team of Business Analysts to support and develop applications for communicating with clients and managing workloads and workflows. Requests come from business partners to modify the Salesforce Service and PEGA applications through configuration changes. Requests require a configuration or non-code change that can be handled by the Citizen IT team. These requests may include user setups and role modifications, the development of an application, reporting and dashboard creation, user troubleshooting, chatter and mobile support, training and change management, or other requests.

Requirements

3-5 years of Salesforce administration experience
Salesforce Certified Administrator or Platform App Builder Certification(s) required.
2-3 years managing a team of Business Analysts in a Salesforce environment
Self-starter with the ability to manage own workload and adjust priorities to work efficiently and meet deadlines.
Deep analytical skills and understanding of Service Operations.
Experience creating process improvements for Call Center and Account Management Teams
Experience leading cross-functional teams.
Understanding of Agile working practices
Proven record of successful relationship management with business and technology teams
Ability to manage and prioritize several project responsibilities
Excellent written and verbal communication skills
Excellent organizational and time management skills

Nice To Haves

Experience with Service Cloud preferred.
Experience with Python, Power Automate and Power BI is preferred

Responsibilities

Lead Salesforce Business Analysts/Admins
Partner with Salesforce Development Team on SDLC and Production Support
Enforce tools, processes, and automation that maintain integrity and streamline quality of data within Salesforce and other systems.
Uncover and review actionable, data-driven insights with service management that drive informed decisions, improve the sales process, and fuel revenue growth.
Work closely with Service Leadership to drive productivity and reporting/analytics.
Aid in Build or Buy Decisions
Build and cultivate strong relationships with key stakeholders, built on trust, transparency and communication.
Create an inspiring team environment with an open communication culture
Develop key performance indicators and set clear team goals
Delegate tasks effectively and set deadlines
Oversee day-to-day operations
Monitor team performance and conduct performance reviews
Ensure the highest levels of productivity, service, and client satisfaction levels
Aid in management and procedures with Worklists and Work Assignment Management
Document and follow up on issues identified.
Manage relationships with stakeholders to achieve project goals and provide continued best practice support to leaders to ensure successful adoption of the Salesforce solutions.
Perform continued evaluations of end users’ system adoption and work with end users to leverage platform functionality.
Knowledge and best practice sharing: report metrics, benefits and issues back to the CLS organization.