Systems Specialist Lead, Automation Platforms

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Job Category

Enterprise Technology & Infrastructure

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Salesforce Marketing Decision Science team uses data and AI to drive decisions across the organization to enhance our pipeline, ACV, and customer success. Whether making a strategic decision with analytics or an automated decision with marketing automation, we strive to use data and AI responsibly to grow our business and improve the customer experience. We build data and AI products on Salesforce technology to help with Salesforce’s own digital transformation. The tools we build fuel marketers with the data-driven insights they need to drive the sales pipeline, increase customer adoption, and create better experiences for all of our collaborators. We lead the entire data supply chain from creation to storage to transformation and use in algorithms, data products, insights, and experiments. We take a trust-first approach to ensure data is collected and used appropriately and that our data products can be relied on by all collaborators.

The Marketing Automation Technical Operations (MATO) team operates within the MDS team and Salesforce’s Global Marketing Technology Organization, supporting the entire enterprise. Our technology, processes, and staff are integral to Salesforce’s global Lead Generation pipeline, and we also manage platforms used by our enterprise customer data deployment of Salesforce Data Cloud.

We are seeking individuals who possess an exceptional grasp of technology, those who thrive on understanding complex topics and solving intricate problems. Our ideal candidates are excited by the challenge of dissecting new issues and exploring solutions, both through the user interface and behind the scenes. Salesforce is committed to revolutionizing Digital Marketing and enhancing the Customer Experience, and MATO needs top-tier talent to achieve this vision.

 

What Are We Looking For?

As a Systems Senior Lead, Automation Platforms, you will be responsible for leading the development, implementation, and support of marketing automation platforms in an enterprise IT environment. You will ensure the quality delivery of enterprise solutions and be the go-to person for major incidents, production events, and platform escalations. Below are the detailed expectations for the role

Technical Expertise:

• Extensive Platform Knowledge: Strong understanding of platform-specific development, implementation, and support, especially in Salesforce ecosystems including Heroku. Ability to leverage Salesforce's native functionality to meet business requirements.

• Coding Proficiency: Intermediate knowledge of coding languages such as Apex, Java, Python, or other relevant languages to perform complex customization and automation.

Operational Skills:

• Project Management: Experience in managing multiple projects and priorities simultaneously, ensuring timely and high-quality delivery of solutions. Familiarity with project management tools like Jira, Trello, or Asana. Comfortable within project management software, and able to deliver within SCRUM / AGILE, and against Waterfall approaches.

• Support Playbook Development: Ability to develop and maintain support playbooks, ensuring best practices are followed and continuously improved.

• Document Management: Develop and maintain a collateral lifecycle process, ensuring ongoing relevance by continuously updating or deprecating content, while also refining shared standards.

Problem Solving:

• Root Cause Analysis: Proficient in conducting root cause analysis for complex issues and implementing effective resolution strategies.

• Troubleshooting: Expertise in diagnosing and troubleshooting complex declarative and code issues within the platform, ensuring minimal downtime and disruption.

• Process Improvement: Lead efforts in identifying and implementing automation opportunities to improve efficiency and reduce manual efforts. Drive process improvements and change management initiatives, ensuring smooth transitions and adoption across the organization.

Vendor and Relationship Management:

• Vendor/User Management: Experience in managing vendor/user relationships, ensuring service levels are met, and fostering collaborative partnerships.

• Stakeholder Engagement: Excellent skills in building and maintaining relationships with business stakeholders, project teams, and scrum teams to ensure alignment and successful delivery of solutions.

• Collaboration: Ability to work well with internal teams, including developers, engineers, architects, quality assurance, and operations. Serve as a liaison between product, engineering and operations teams, including complimentary teams in other lines of business.

Disaster Recovery and Incident Management:

• Escalation Management: Act as the primary point of contact for major escalations, ensuring swift and effective resolution of critical issues.

• Disaster Recovery Planning: Develop and lead disaster recovery plans and tests, ensuring the organization's preparedness for unexpected events.

Communication and Leadership:

• Effective Communication: Strong verbal and written communication skills to articulate technical concepts to non-technical stakeholders and create comprehensive documentation. Present work to stakeholders, and participate in new business presentation opportunities with external prospects and customers.

• Leadership: Demonstrated leadership capabilities, including mentoring and guiding junior team members, fostering a collaborative and high-performance work environment. Serve as an enablement evangelist and subject matter expert. Anticipate and answer incoming questions about owned programs and capabilities.

Innovation and Knowledge Management:

• Creation & Delivery: Provide product training and technical expertise. Facilitate the creation and maintenance of product & process materials. Create content for certification, self-service enablement, and presentation.

• Knowledge: Develop a broad technical understanding of integrated ecosystems, and a deep technical understanding of their owned business area, B2B variations, and related regulations & risk categories.

• Ideate & Innovate: Explore new ways of improving existing collateral and products. Gather and promote the most relevant ideas into new approaches. Identify and present innovative enablement solutions. Employ automation, self-service, dynamism where possible, and design all content for maximum re-use with minimum effort.

• Enterprise Scale: Design all content for maximum re-use with minimum effort, and employ automation, self-service, and dynamic approaches where possible.

Flexibility:

• Adaptability: Travels as required. Performs other related duties as required.

Minimum Qualifications:

• 3-5+ years of relevant industry experience in platform-specific development, implementation, or support in an enterprise IT environment

• Advanced knowledge of salesforce platform native functionality and best practices.

• Advanced knowledge in one or more business process verticals.

• Intermediate knowledge of coding languages.

• Major escalations management and disaster recovery support experience

• Demonstrated ability to build internal relationships across engineering and product

• Aptitude to quickly understand systems and technical concepts in order to explain to business partners.

• Aptitude to identify and address delivery, model, and staffing challenges.

• Proven track record of delivering successful enablement programs, concurrently and at scale.

• Ability to work independently with little or no supervision while maintaining a high level of efficiency, within a distributed remote and global organization.

• Self-motivated and enthusiastic with proven creative and critical thinking capabilities.

• Understands and deals well with rapid development cycles and within shifting priorities; remains flexible and calm in the face of uncertainty.

• Experience working with remote / global teams and governance structures.

• Strong verbal, written, presentation, and interpersonal communication skills.

• Strong attention to detail and focus on task completion.

• Highly proficient in MS Office, Google Docs, Quip / SalesforceAnywhere, LucidChart / Smartsheets, Jira / GitHub, virtual meeting & collaboration software.

• Required Certifications:

  • Salesforce Administrator

  • Salesforce Platform Developer I

Preference will be given to applicants with experience in one or more of the following:

• Experience working within or with Enterprise scale organizations in a consultancy / professional services capacity is a plus.

• Extensive experience in platform-specific development, implementation, or support in an enterprise IT environment

• Proven track record of handling complex declarative/code issues troubleshooting

• Preference for candidates with experience or familiarity with Salesforce Data Cloud and Salesforce Flows

• Additional Preferred Certifications nice to have:: 

  • Salesforce Advanced Administrator

  • Salesforce Sales Cloud Consultant

  • Salesforce Service Cloud Consultant

  • Salesforce Platform Developer II

  • Salesforce Platform App Builder

  • Salesforce Heroku Architect
     

• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

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