• Responsible for the supervision of the services provided by our Support Application
• Provider around responsibility, covering all applications included.
• Act as SLA’s keeper for Salesforce Area.
• High Level escalation point both from business and IT matters.
• Business IT processes keeper – Core Model’s custodian.
• Support scope management and evolution.
• Transition to support - sign off for all projects with involvement of Salesforce area.
• Responsible of the accomplishment of audit requirements.
• Understand the internal company change and release management process.
• Ensure the coordination among other support teams to minimize the risk of disruption on business activities.

Support team relationship

• Vendor Management – Ability to work with on shore/offshore teams.
• Support strategy keeper according the company Procedures and Rules.
• Escalation point to prioritize all requested changes and to approve the Service Requests / Change requests based on Business Impact and business requirements.
• Area validator for Salesforce and technical changes before promotion to production environments.
• Lead to implement preventive and corrective actions from support perspective.
• Work jointly with Support Team in resolution of issues included but not limited to:
  • Salesforce at the company landscape
  • Non-SAP Technical Platforms: Mulesoft
  • SAP at the company landscape
• Lead the coordination with the company IT Leads and members.
• Coordination for special support activities in the Salesforce area.
• Coordination for Disaster Recovery: involved activities with other company Support Leads, Support Partner, Third Parties and other IT Infrastructure Groups.

Project team relationship

• Work in coordination with Project Teams to understand support activity needed for implementation and any extra support requirement needed after go live: Be aware of projects under development and understand the impact that may have over support activities.
• Share demand and upcoming projects with support team (dispatchers & service coordination)
• Schedule Regression Testing Activities, Review testing scenarios, Regression testing coordination within IT and business, coordination with third parties in case needed.
• Coordinate Transition for Projects to Support (Service Introduction):
  • planning shared activities (Go-live, hypercare, job shadowing, reverse job shadowing)
  • facilitate knowledge transfer sessions
  • Ensure project documentation is transferred to support team (IP’s, Issues log, test scripts, approvals, key user’s matrix…)
  • give the signoff approval.

Business Relationship:

• Business channel requests about support demand: training, improvements, special support for weekends, month end, year-end activities and budgeting activities.
• Identify business contacts and update accordingly the key user list
• Lead and coordinate monthly meetings with the main key users – As the function is global this requires different meeting to adapt to different time zones and locations.
• Channel to coordinate with business activities that may require system outages or disruption on business process – Getting business approval for them
• Channel to coordinate business regression testing both for applications and infrastructure changes.

What Makes this a Great Opportunity

• Opportunity to help shape the future IT vision and support overall business growth. Become instrumental part of a global IT team providing services worldwide to the organization, being responsible for the support of the core Platform systems
  • Salesforce.
  • Security: Guarantee the appropriate support to security and roles in the areas under scope
• Act as the custodian for the Core systems in the Salesforce Support Areas.
• Act as the liaison between different technical support teams (application support, Infrastructure Support, Third party technical teams) and project teams.
• Growth potential beyond this role, managing an external team of around 20-30 people and with contact with other IT members and Business Teams

Outcomes/Success Criteria

• SLA’s accomplishment:
  • Perform a weekly follow up of incoming tickets and backlog and take appropriate corrective actions in case of deviation, working with our AM partners to ensure SLA’s are complied with.
  • Manage business users’ expectations working collaboratively with managed service providers, other support and other IT team leads ensuring strong governance.
  • Ensure requests are acknowledged and resolved in a timely manner with technical expertise and a superior level of customer service.
• System Control:
  • Guarantee that interfaces with third parties, jobs and systems are working
  • No delay in month end / year end activities nor in other important processes to ensure our systems are working without business disruption.
  • Ensure the appropriate issue troubleshoot and guarantee system daily review is completed, and issues have been appropriately addressed.
• Core Model Protection:
  • Not Audit findings related the area. Review all documentation to be sent for audit purposes. Execute the controls required by audits monthly or by request.
  • Act as custodian of the accesses to any of the applications included in the area preventing from possible security issues and ensure security compliance
  • Review and understand business requirements and the implication of changes that may be out of the core model for the applications under the area.
  • Responsible of the release of changes to production system regarding the area – Objective is not to cause any business disruption by support changes or by project implementation.
  • Guarantee the company procedures are in place in terms of documentation, developing rules, incident management, service management, change management and release management. Implements policies and procedures regarding how problems are identified, received, documented, distributed and corrected.
  • Ensure Upgrades/Enhancement Packages for different areas are successfully scheduled and executed without failures with appropriate testing
  • Ensure successful Disaster Recovery Exercise – yearly (or by defined schedule).
• Communications:
  • Manage business users’ expectations working collaboratively with managed service providers, other support and other IT team leads ensuring strong governance.
  • Lead the support team bearing in mind the possible issues that can happen managing external resources
• Improvements in the Support area: Perform quality monitoring to identify trends, validate accuracy and provide opportunities for improvements over the support area.
• Ability to travel to IT/Business Locations (less than 25%).

• Education - Bachelor of Science degree or equivalent experience in Computer Science, Engineering, or related discipline. Certifications/Licensure: Certifications related to Salesforce. Other certifications in Mulesoft or SAP will be considered as a plus as well
• Level of Experience: 3+ years of experience as Salesforce Subject Matter Expertise including but not limited to the following areas:

  • Salesforce Sales: Strong troubleshooting, analytical, problem-solving, and conceptual skills for all Salesforce products at the company landscape

  • Salesforce Markenting: troubleshooting, analytical, problem-solving, and conceptual skills for all SAP products at the company landscape

  • Heroku (car configurator): troubleshooting, analytical, problem-solving, and conceptual skills

  • Technical Platforms: Mulessoft or SAP applications will be a plus

  • Demonstrable technical competency on developing solutions.

• Vendor Management: Capabilities working with a multicultural team with a high number of external resources. Experience in reporting and tracking SLA’s and prioritize/understand/approve the demand received by the third-party support group lead by him. Experience managing / working with offshore teams is needed.
• Strong oral and written communication skills, including ability to develop and present initiatives or proposals to audiences that include business power users, Business or IT leads… etc. English language is a must.
• Industry Experience: Experience in Automovile sector is a plus