IT Solutions Analyst Lead

The Mosaic Company • Tampa, FL

2d • Onsite

About The Position

The IT Solutions Analyst Lead is responsible for leading the deployment, maintenance and improvement of business applications and systems including estimates, designs, configuration/development, deployments, meeting timelines and quality standards. In addition, this person will provide technical leadership for Commercial technology platforms, including Salesforce Experience Cloud, Sales Cloud, Service Cloud, and Agentforce. This role partners with other teams for platform strategy and solution architecture while driving delivery execution and continuous improvement initiatives that enable customer engagement, sales effectiveness, and service excellence across global Commercial operations. The individual will partner closely with business and technology stakeholders to define roadmaps, evaluate emerging capabilities, deliver scalable solutions, and lead the adoption of AI-powered experiences, intelligent automation, and Agentforce-enabled digital agents that support the organization's future growth objectives.

Requirements

• Bachelor's degree in Computer Science, Information Systems, Business, Engineering, or a related field required.
• 7+ years of experience delivering enterprise technology solutions, systems analysis, and business application support.
• 5+ years of hands-on Salesforce experience designing, developing, implementing, and supporting solutions in large enterprise environments.
• 5+ years of experience leading the design, configuration, development, testing, deployment, and support of business process solutions.
• Strong hands-on experience with Salesforce Experience Cloud, Sales Cloud, and Service Cloud.
• Demonstrated experience implementing, configuring, or supporting Salesforce Mobile and Salesforce Agentforce capabilities, AI-enabled solutions, digital agents, intelligent automation, or comparable conversational AI platforms.
• Experience evaluating business requirements and translating them into scalable technical architectures, solution designs, integrations, and automation strategies.
• Strong understanding of CRM, customer engagement, sales, customer service, and related business processes, and how technology solutions support those processes.
• Advanced knowledge of Salesforce platform capabilities, including Lightning Web Components (LWC), Apex, Flow, security model, sharing rules, permission management, APIs, and integration frameworks.
• Experience installing, configuring, documenting, testing, training, deploying, and supporting enterprise SaaS solutions.
• Strong understanding of solution architecture principles, scalability, security, supportability, system performance, and responsible AI practices.
• Experience working with enterprise integrations, APIs, middleware platforms, authentication frameworks, data mapping, and cross-platform solution architectures.
• Working knowledge of Agile delivery methodologies, Scrum, Kanban, backlog refinement, estimation, technical decomposition, and release planning.
• Proven ability to assess business needs, identify risks and constraints, and recommend practical, sustainable technology solutions.
• Strong proficiency in estimation, planning, prioritization, and management of multiple concurrent initiatives.
• Effective leadership, mentoring, and coaching skills with experience guiding developers, administrators, vendors, and cross-functional delivery teams.
• Strong verbal, written, listening, facilitation, and presentation communication skills with the ability to communicate effectively with technical and business audiences at all organizational levels.
• Demonstrated analytical thinking, problem-solving, troubleshooting, root-cause analysis, conflict resolution, and decision-making capabilities.
• Ability to work effectively in a fast-paced, changing environment while managing competing priorities, dependencies, production issues, and delivery commitments.
• Demonstrated ability to collaborate across Product Owners, business stakeholders, architecture, integration, security, data governance, and support teams.
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook), Visio, Teams, Jira, Azure DevOps, ServiceNow, and related collaboration and delivery tools.

Nice To Haves

• Salesforce certifications such as Platform Developer I, Platform Developer II, Experience Cloud Consultant, Sales Cloud Consultant, Service Cloud Consultant, Application Architect, System Architect, Agentforce Specialist, or equivalent technical certifications are preferred.
• Experience supporting integrations with SAP, ERP platforms, or other enterprise business applications through SAP CPI or comparable middleware solutions is a plus.

Responsibilities

• Lead the deployment, maintenance, enhancement, upgrade, and troubleshooting of Salesforce Experience Cloud, Sales Cloud, Service Cloud, Mobile, Agentforce, and related Commercial business solutions.
• Lead assigned portions of and participate in the analysis, prioritization, design, and documentation of business requirements, technical specifications, data mappings, diagrams, process flows, user stories, and acceptance criteria for developers, administrators, Agentforce builders, and testers to follow.
• Translate business and non-technical requirements into scalable technical specifications, solution designs, Agentforce use cases, and measurable outcomes.
• Lead/Partner on the setup, configuration, development, and technical implementation of Salesforce and Agentforce solutions, including Lightning Web Components, Apex, Flows, security models, responsive designs, and mobile-first user experiences.
• Apply and enforce best practices for scalability, security, supportability, maintainability, performance, reuse, data governance, and responsible AI.
• Partner with other teams to maintain overall solution architecture, integrity, reliability, and alignment across Salesforce Experience Cloud, Sales Cloud, Service Cloud, Mobile, Agentforce, and connected enterprise platforms.
• Evaluate requirements and define solution capabilities, limitations, dependencies, risks, and appropriate approaches using platform configuration, custom development, automation, AI-assisted capabilities, and integrations.
• Work with System Architects, Security, Data Governance, Integration, and application teams to ensure Salesforce and Agentforce solutions align with the organization’s technology stack, architecture standards, access controls, responsible AI principles, and applicable compliance requirements.
• Lead as assigned and partner with other teams for the evaluation, design, configuration, testing, deployment, and support of Agentforce use cases, including agent topics, instructions, actions, grounding, permissions, guardrails, monitoring, and human handoff or escalation patterns.
• Communicate solution context, design decisions, technical tradeoffs, and implementation intent while aligning Product Owners, business stakeholders, developers, administrators, QA resources, Agentforce builders, and vendors on the technical direction.
• Work with vendors and suppliers to evaluate solution and service options, ensuring business, technical, security, integration, support, and AI governance requirements are incorporated into solution designs.
• Establish and enforce Salesforce development standards, reusable design patterns, code-review practices, Agentforce configuration and testing standards, documentation requirements, Definition of Done, and technical-debt management as part of the solution roadmap.
• Conduct regular reviews of platform health, system performance, solution behavior, Agentforce response quality, security, adoption, support effectiveness, and opportunities for continuous improvement.
• Define and coordinate system integration, regression, performance, security, mobile-device, end-to-end, and Agentforce testing procedures, including the development of test cases and validation of expected business outcomes.
• Develop and maintain technical documentation, including solution designs, Agentforce use-case and configuration documentation, technical decision records, deployment procedures, testing evidence, support runbooks, data mappings, and system processes.
• Lead deployment readiness, production validation, hypercare, system monitoring, incident triage, root cause analysis, error resolution, and sustainable corrective actions for Salesforce, Agentforce, and related integrations.
• Serve as the subject matter expert for Salesforce and Agentforce solution development within the assigned area, providing hands-on technical direction, mentoring and coaching team members, and reviewing work performed by developers, administrators, Agentforce builders, and junior technical resources.
• Other job duties and projects as assigned.

Benefits

• A competitive base salary + bonus incentives
• 11 paid holidays each year
• A generous 401k with a company match and annual company contribution
• Paid sick leave
• Paid vacation time
• A robust benefits package which includes Medical, Dental, and Vision insurance, life & disability
• Tuition reimbursement
• Paid Paternity/Maternity Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior