Principal CRM Platform Application Owner

Southern New Hampshire University

1d•Remote

About The Position

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide. Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you. Make an impact — from near or far At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming. We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states. The opportunity The Principal CRM Platform will report to the Senior Director of Platform Operations. You will use expertise in CRM (Salesforce) and integration technologies (Mulesoft), to lead innovation and ensure the platform aligns with SNHU's strategic goals. You will be a member of the Business Technology Solutions team, this leader designs, implements, and optimizes SNHU's integration that pertain to the CRM portfolio which includes Mulesoft, Salesforce, marketing automation, telephony, and contact center tools. Responsibilities include defining our requirements, prioritizing enhancements, creating functional specifications, and managing vendors. You will be an important team member optimizing platform-powered capabilities, driving user adoption, and maintaining operations. The Platform Owner must be comfortable leading meetings, driving communication, and excelling in a dynamic environment. You will manage the strategic direction, operational stability, and continuous improvement of SNHU's integration platforms, with Mulesoft as the primary focus and Salesforce as a secondary platform. This role partners with partners, product managers, and technical teams to ensure integration solutions meet organizational needs, support business processes, and deliver value. The Platform Owner leads scrum teams, manages vendor relationships, and advocates for best practices in integration and CRM technologies. We ask that you have critical thinking to identify strengths, weaknesses, and opportunities for improvement, positively improving the student experience and organizational outcomes. You will work 100% remotely from any of our approved states. #LI-Remote

Requirements

15+ years of relevant IT experience, including work with integration platforms (Mulesoft preferred) and CRM ecosystems (Salesforce).
Bachelor's degree required.
Experience supporting integration and CRM technologies from requirements through production, with demonstrated business, technical, and leadership skills.
Experience with API management, data integration, and orchestration using Mulesoft or similar platform.
Experience with accessibility and usability design approaches.

Nice To Haves

Professional certifications preferred: Mulesoft Certified Developer/Architect, Salesforce Certified Administrator, ITIL v4 Foundation, Agile, SCRUM, or BA certification such as CCBA, CBAP, or PMI-PBA.
Experience with Salesforce object management and Education Data Architecture as a secondary skill.

Responsibilities

Build, partnerships with partners and peers to lead value-based decision-making and solution options.
Advocate for the value of the Mulesoft platform and improve and delivery of innovative integration solutions.
Define the Mulesoft platform vision and roadmap with product and vendor roadmaps; support Salesforce roadmap as a secondary responsibility.
Maintain knowledge of Mulesoft capabilities and constraints; use out-of-the-box features to minimize custom code requirements.
Partner with CRM Leadership team, Platform Owners, Product owners, and stakeholders to prioritize Mulesoft programs and support Salesforce enhancements.
Lead scrum teams, promoting a collaborative and Agile environment, and manage all team delivery outputs, including ITIL problem and incident management.
Influence and contribute to the Mulesoft vendor roadmap to meet our needs.
Define and prioritize epics, features, and user stories for platform stability, focusing on operational drivers such as ease of use, reliability, recovery, scalability, and security.
Collaborate with management to uphold platform and application standards and strategy.
Mentor newer team members to support career growth.
Manage multiple scrum teams and groupings of platforms/applications that are business-critical and invested areas for the organization.
Establish clear governance principles and practices to drive executive decisions and provide escalation paths for solution delivery teams.
Oversee the health and performance of the Mulesoft platform, ensuring high availability and responsiveness for staff, faculty, and learners; support Salesforce platform health.
Implement and enforce governance and security policies for Mulesoft; assist with Salesforce governance.
Manage budgets and resources to improve technology investments.
Ensure platforms/applications are used for their intended purpose.
Define standard operating procedures for Mulesoft and related platforms/applications.
Monitor and approve customizations in Mulesoft, weighing our needs against cost/risk; support Salesforce customization review.
Work with business and ITS teams to document business and technical processes for successful migration, operation, maintenance, and enhancement of integration solutions.
Support the transition of solutions from development to production, prioritizing Mulesoft projects.
Research incidents and perform trend analysis to escalate potential problems and resolve technical debt.
Be a Problem Manager for Mulesoft platform/application issues or as assigned.
Establish relationships with partners and functional partners; guide communication between ITS and assigned business groups.
Facilitate conversations between functional and technical teams to ensure deep understanding of business needs and solution capabilities.
Engage our users to maximize new or improved technology within the SNHU ecosystem, with a focus on Mulesoft.
Participate in vendor dialogs to understand solutions, confirm offerings, and monitor performance toward SNHU requirements.
Collaborate with product owners, business analysts, architects, developers, QA, and other team members throughout the software/system development lifecycle.
Communicate platform/application updates and programs to stakeholders across departments.
Gather user feedback and translate it into applicable improvements.
Communicate messaging or updates around bugs and problems found in the platform.
Other duties, responsibilities, or activities may be assigned.