CRM Platform Operations Manager

Date:  Sep 2, 2021
Property:  101 INNOVATION (0008)

Irvine, CA, 92617

Division:  Innovation Technology (IT)
Req ID:  38317

Position Summary:

Irvine Company is seeking a Salesforce CRM Platform Operations Manager with strong experience with administering the Salesforce platform and related technologies. As the CRM Platform Operations Manager you will report to the CRM Product Director and focus on overseeing general support, maintenance, incident management and release management activities. You will work collaboratively with multiple project teams comprised of Product Owners, Business Analysts, Developers and QA Analysts to optimize the release process and administration of the production org. The ideal candidate will be able to operate strategically by introducing process improvements related to incident management, user provisioning, release process, routine security and maintenance activities while providing hands-on tactical issue resolution. 

This is a key leadership role where you will work alongside other CRM leaders to ensure efficient operations and enhancements to the CRM Platform. The ideal candidate will be customer focused, highly collaborative and bring a passion for continual improvement and automation. The candidate must have hands-on experience in Salesforce configuration and troubleshooting.

Job Duties:

  • Provides solution design related to day-to-day operations of the Platform including but not limited to: user provisioning automation, security monitoring and maintenance, system monitoring, QA automation, release process automation, incident management, technical debt reduction and license management.

  • Optimization of process through an understanding of business needs and technology capabilities

  • Evaluation of new tools and tools rationalization

  • Identifies opportunities for developing self-service solutions to decrease ticket volume (enable business users to perform tasks that are currently required of IT)

  • Develops streamlined processes for resolving production issues. Strives to reduce Mean Time to Resolve. Documents troubleshooting procedures via Runbooks. 

  • Communicates and works effectively with cross functional teams including business teams, product teams, enterprise IT Apps teams, consultants & vendors

  • Efficiently manages shifting priorities, demands and timelines through analytical and problem-solving capabilities, prioritization and communication

  • Collaborates with Salesforce Architects to ensure Salesforce development teams follow best practices when architecting, programming or documenting solutions

  • Coordinates and supports deployment of releases

  • Works with Salesforce release engineering team to design and implement deployment automation and CI/CD tools and promote adoption by the entire Salesforce development team

  • Maintains up-to-date knowledge of a broad range of emerging technology trends and identifies opportunities where technology might be deployed to deliver business improvements and competitive advantage

Minimum Qualifications / Other Expectations:

  • 5+years of Salesforce experience and minimum Salesforce Administration Certification

  • Salesforce system administration, release management, and deployment expertise

  • Experience working in a source control environment

  • Excellent understanding of how to map business processes within

  • Excellent knowledge of Salesforce products and licensing models

  • Familiarity with best practices, support mechanisms, procedures, and limitations

  • Familiar with DevOps methodologies

  • Ability to analyze complex systems as well as troubleshoot and isolate system issues.

  • Outstanding communication and team collaboration skills

  • Experience leading IT technical teams direct and/or indirect reports

  • Strong understanding of Agile/Lean principles 

  • Ability to think critically and challenge conventional thinking

  • Additional Certifications Preferred:, Advanced Administrator, Platform App Builder, Sharing and Visibility Designer, Experience Cloud Consultant, Field Service Consultant, Sales Cloud Consultant, Service Cloud Consultant

About Us:
Irvine Company is a privately held real estate investment company and master-planner committed to creating and sustaining communities that thrive for generations.

Irvine Company is respected for its master planning and environmental stewardship of the Irvine Ranch in Orange County, including diversified operations throughout coastal California. Irvine Company brings to life neighborhoods and sustainable communities with a full range of housing, jobs, retail centers, schools, parks and open space.

We take as much pride in our employee community as we do the communities we create. It’s an environment populated with talented and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company, our legacy and our guiding principles.

Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles

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