Multicultural mobility company is looking for a Salesforce Business Partner.
We offer mobility solutions and services according to our clients needs. We work internationally and with an expansion project ahead. Constantly observing and adapting to the ever-changing ways of mobility and needs of our clients. Our team, from more than 25 countries, formed by engineers, marketing experts and IT specialists work very hard to find the best solutions.
Overall Support Governance
- 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.