Citizen IT Operations Manager

Corporation Service Company; United States; Hybrid; USD 110,000 - 150,000; Full time

Job summary

Corporation Service Company seeks a Citizen IT Operations Manager in Wilmington, DE. You will lead Salesforce Business Analysts, partner with the Salesforce Development Team, and ensure data integrity across Salesforce and PEGA while driving analytics and service improvements.

Hybrid role with 3 onsite days, focusing on SDLC, production support, and cross-functional collaboration to optimize client workflows and adoption of Salesforce solutions.

Qualifications

• 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.
• Experience with Service Cloud preferred.
• Self-starter with the ability to manage workload 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.

Responsibilities

• Lead Salesforce Business Analysts/Admins.
• Partner with Salesforce Development Team on SDLC and Production Support.
• Enforce tools, processes, and automation that maintain data integrity within Salesforce and other systems.
• Uncover and review data-driven insights with service management to drive decisions and revenue growth.
• Drive productivity and reporting/analytics; aid in Build or Buy decisions.
• Develop KPI and set team goals; delegate tasks and deadlines.
• Oversee day-to-day operations and monitor team performance.
• Manage stakeholder relationships to achieve project goals and ensure adoption of Salesforce solutions.
• Document and follow up on issues identified.

Skills

Salesforce administration

Team leadership

Analytical skills

Communication skills

Agile

Education

Salesforce Certified Administrator

Platform App Builder Certification

Tools

Python

Power Automate

Power BI

Job description

Citizen IT Operations Manager

Wilmington, DE

Monday – Friday 8:00 am – 5:00 pm

Hybrid (3-days onsite)

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.

Some of the things you will be doing:

• 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
• Developkey performance indicators and set clear team goals
• Delegatetasks effectively and setdeadlines
• Overseeday-to-day operations
• Monitorteam 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 theSalesforcesolutions.
• 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.

What qualifications, education, and experience do you need?

• 3-5 years of Salesforce administration experience
  • Salesforce Certified Administrator or Platform App Builder Certification(s) required.
  • Experience with Service Cloud preferred.
• 2-3 years managing a team of Business Analysts in a Salesforce environment
• Experience with Python, Power Automate and Power BI is preferred
• 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

#CSC #CSCCareers #LI-HL1