Mgr., CRM Systems

Date:  Oct 3, 2021
Property:  101 INNOVATION (0008)
Location: 

Irvine, CA, 92617

Division:  Innovation Technology (IT)
Req ID:  38072

Position Summary:

Irvine Company is seeking a Salesforce Support Manager/Technical Lead with strong experience with the Salesforce platform and related technologies. This role will have day-to-day management of our Salesforce support team (onshore and offshore) and will work closely with the business analysts, project managers and business owners to support our enterprise Salesforce environment and deliver highly scalable and top-quality solutions. The candidate will be customer focused, highly collaborative and have a can-do attitude to ensure success. The candidate must have hands on experience in Salesforce configuration and troubleshooting. 

Job Duties:

  • Maps business functional requirements to system/technical requirements

  • Understands the scope of the project and validates the correct resources for the project

  • Provides solution design for applications that span multiple Salesforce Clouds (Sales, Service, Marketing, Analytics, Social, Experience) to meet business requirements; articulate design considerations, trade-offs, benefits, and recommendations for an application architecture

  • Optimization of solutions 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

  • Work with the teams to review estimates for the technical solution. For agile software development estimate epic and feature sizes using agile relative sizing techniques

  • Manages the delivery of support releases and small projects using both waterfall and agile software development methodologies throughout the life cycle with repeated and demonstrated success

  • Collaborates with Salesforce Architect 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

  • Excellent understanding of how to map business processes within Salesforce.com

  • Excellent knowledge of Salesforce products and licensing models

  • Familiarity with Salesforce.com best practices, support mechanisms, procedures, and limitations

  • 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 - scrum master certification desired. Managing all scrum ceremonies 

  • Good project management experience using waterfall and agile methodologies

  • 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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