Salesforce Platform Support Manager - PUBLIC SERVICE ADMINISTRATOR, OPT. 3

at Illinois Department of Innovation & Technology in Springfield, Illinois, United States

Job Description

35%  Under general direction, serves as the Salesforce Platform Support Manager for the Department of Innovation & Technology (DoIT):

• Supports and maintains the Salesforce platform.
• Manages and directs the Salesforce Platform Support staff engaged in the planning, designing, documenting, deploying, and troubleshooting Salesforce solutions.
• Oversees and directs the analysis, design, programming, implementation, and support of Salesforce solutions.
• Establishes and implements Salesforce Platform governance, standards, and best practices for analysis, architectural design, and release of all Salesforce implementations.
• Designs and implements new processes and facilitates user adoption.
• Provides technical investigation and research for all functions and phases of system development including system analysis and design, testing of different technical approaches to solve complex problems, and the re-designing of existing computer systems and business processes, both internally and externally.
• Provides technical leadership and guidance around Salesforce Platform support ensuring the operational health of the Salesforce environment including availability, performance, interoperability, and reliability.
• Utilizes tools/technologies such as Salesforce Service Cloud, Apex, Visualforce, Salesforce Object Query Language (SOQL), Copado, Azure DevOps (ADO), and OwnBackup in performance of these duties.
• Utilizes agile System Development Lifecycle (SDLC) methodologies and processes such as continuous integration/continuous delivery (CI/CD), using Waterfall and/or Agile in performance of these duties.
• Utilizes project management tools such as MS PowerPoint, and MS Visio, MS Project, MS Teams Azure, DevOps or similar tools.
• Utilizes Salesforce.com best practices and functionality in performance of duties. 
• Works outside of normal business hours to meet deadlines, as necessary.

30%  Directs and manages enterprise-wide Salesforce/Platform Support projects, including installations, documentation, testing and implementation of highly complex software across multiple agencies and locations.

• Directs staff on the project components for major and highly complex projects.
• Directs, participates in, and approves project plans, which includes methods of software upgrades, installation order, versions to be installed and resources.
• Communicates, collaborates and works with vendors, customers and other DoIT groups to lead an environment driven by teamwork.
• Analyzes and resolves customer issues while managing and maintaining professional relationships
• Manages the work of project analyst staff, providing expert guidance, direction and training.
• Prioritizes work and handles daily support responsibilities with project/product-driven roles and actions to automate/evolve Salesforce platform.
• Reviews and analyzes status of projects, addressing issues when identified, which includes developing corrective action plans and/or solutions and directing staff on implementation.
• Establishes and maintains professional staff, customer and vendor relationships, serving as technical expert on the most complex components, functions and issues.
• Reviews staff reports, approving project components into the final product.
• Develops and interprets operational policies and procedures for project teams.

(Job Responsibilities Continued)