Citizen IT Operations Manager

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
• 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.

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

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