Job Description

Position Summary

Oversees multiple Operations Support Vendor Contracts for 30+ mission critical and business critical Salesforce Applications in five Salesforce orgs. Manages Operation Support vendor performance via service level agreements and continuous improvements. Builds and leads a strong platform engineering practice that establishes engineering guardrail, standards, and best practices on the Salesforce platform. Owns and operates the Governance Change Board for the platform. Leads the team in exploring new solutions, solving complex technical issues, identifying reusable design patterns, and building proof of concepts.

Job Responsibilities

Builds a strong Salesforce Platform Engineering team that establishes Salesforce platform guardrail, design, and coding standards, identify reusable design patterns, and facilitates org sharing.
Provides technology thought leadership and leads the Salesforce Engineering team.
Supports product delivery teams’ implementation by solving complex technology issues, conducting proof of concept development, and building reusable components.
Manages the assessment of risks and the execution of plans to mitigate the risks.
Communicates and champions the requirements necessary for executing the IT portfolio on Salesforce platform.
Ensures staff have the resources and skills needed to support all projects.
Develops and manages service level agreements with business partners, product development team and Operation Support Vendors.
Oversees vendor operation support practices, and ensures standards and best practices are established and followed.
Accountable for system stability, performance, and customer satisfaction. May need to provide 24x7 escalation support.
Achieves results through others by setting and communicating goals and metrics, monitoring progresses, providing ongoing coaching and feedback, and reinforcing behaviors that drive up performance levels.
Conducts analyses of asset deployment, usage and acquisition, and the disposition of nonperforming assets; Evaluates and assesses risks as part of the life cycle analysis of portfolio components.
Establishes individual and department objectives that are aligned with organization goals. Implements PG&E practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.
Manages the identification, analysis, valuation and execution of system investments for project delivery and support operations; Supports the execution of technology roadmaps.

Qualifications

Minimum:

B.A./B.S. degree or equivalent work experience in computer science, information technology, business administration, engineering, or other relevant field is required.
Minimum of 8 or more years of experience in programming/systems analysis, project management, and/or IT strategy planning or other related area required.
Minimum of 5 or more years of experience working with Salesforce platform, leading project delivery and/or Operation Support.

Desired:

Experiences in managing operation support of business-critical Salesforce applications in shared Salesforce orgs.
Solid understanding of Salesforce architecture and Salesforce technology including Sales Cloud, Service Cloud, Community Cloud, Salesforce Field Services, and MuleSoft.
Salesforce Administrator and Service Cloud certification
Experience with complex SFDC org(s) with multiple integrations across objects.
Salesforce Trailblazer ranking of Mountaineer, Expeditioner, or Ranger.

Deep knowledge of DevSecOps practice and experiences in DevSecOps tools for Salesforce.
Experiences in building partnership and collaboration in fast paced environments.
Strong communication skills.
Master’s degree in Business Administration or job-related discipline or equivalent experience.
Leadership experience in IT-Information Technology.
Utility industry experience.