Salesforce Admin

Introduction:

The candidate is an experienced IT service delivery, change management, and project management professional with over 25 years of expertise in the IT industry. They have a strong background in Salesforce administration, where they manage daily operations, system configurations, user setups, and process automation to optimize business processes. Their expertise also includes leading HR system implementations, particularly in talent acquisition systems, and facilitating smooth integrations with recruitment platforms. The candidate has worked across various roles, including Service & Implementation Manager, Business Analyst, and Project Manager, managing cross-functional teams and driving improvements in IT services. They have a proven track record in implementing ITIL best practices, managing incident, problem, and change management processes, and ensuring seamless system rollouts. Additionally, the candidate has vast experience in process improvement, system enhancements, and conducting training to up-skill teams for optimal performance. They also have expertise in managing global teams, overseeing service desk operations, and enhancing service delivery standards through strategic planning and continuous improvement initiatives. With a focus on both technical and leadership skills, the candidate brings a balanced approach to IT service management and project execution.

Responsibilities:

• Manage daily operations of Salesforce, including system configuration, user setup, roles, permissions, and access control.
• Implement and manage Salesforce customizations, such as page layouts, fields, and record types.
• Create and update process automation, workflows, and flows to optimize business processes.
• Collaborate with cross-functional teams to identify and resolve complex technical issues, improving system uptime and reliability.
• Conduct training sessions for stakeholders to ensure seamless adoption of new tools and technologies.
• Develop and maintain comprehensive documentation for service operations to support continuous improvement.
• Lead service reviews with senior management to align IT services with organizational objectives.
• Spearhead the implementation of Documentum solutions to streamline document lifecycle management.
• Oversee incident, change, and problem management processes to ensure compliance with ITIL best practices.
• Lead the successful implementation of TALEO as the Applicant Tracking System, ensuring seamless data migration and platform integration.
• Act as Change Manager for TALEO, driving system enhancements and aligning recruitment strategies with business goals.
• Facilitate IT service desk implementations for global clients, driving improvements in service delivery.
• Conduct gap analyses to identify deficiencies in IT processes, ensuring alignment with ITIL standards.
• Manage the recruitment and onboarding processes for technical teams, ensuring seamless integration.
• Develop and monitor SLAs to maintain high standards of service delivery.
• Perform quality audits to identify areas for improvement and drive continuous service enhancements.
• Supervise global teams providing user support and infrastructure monitoring across multiple regions.
• Chair CAB meetings to review and approve changes, enhancing system stability and performance.
• Lead knowledge management initiatives to improve the efficiency of support operations.
• Recruit, mentor, and develop team members, fostering a culture of continuous learning.