Salesforce Business Partner

hace 3 semanas

Madrid, España Talent Hackers A tiempo completo

We are an innovative mobility and multicultural company always looking ahead. We offer our clients a broad portfolio of products and services, allowing them to choose how they want to move according to their needs.
Our extensive experience and ability to constantly observe the evolution of mobility enable us to adapt to the ever-changing technologies, trends, and users’ needs. All thanks to a diverse and talented team of more than 25 nationalities, with different backgrounds such as engineers, marketing experts, or IT specialists always ready to find the best solutions.
Overall Support Governance
- Responsible for the supervision of the services provided by our Support Application
- 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

**Requirements**:
What Makes this a Great Opportunity
- Opportunity to help shape the future IT vision and support overall business growth. Become instrumental part of a global IT team providing services worldwide to the organization, being responsible for the support of the core Platform systems
- Salesforce.
- Security: Guarantee the appropriate support to security and roles in the areas under scope
- Act as the custodian for the Core systems in the Salesforce Support Areas.
- Growth potential beyond this role, managing an external team of around 20-30 people and with contact with other IT members and Business Teams

Outcomes/Success Criteria
- SLA’s accomplishment:

- Perform a weekly follow up of incoming tickets and backlog and take appropriate corrective actions in case of deviation, working with our AM partners to ensure SLA’s are complied with.
- Manage business users’ expectations working collaboratively with managed service providers, other support and other IT team leads ensuring strong governance.
- Ensure requests are acknowledged and resolved in a timely manner with technical expertise and a superior level of customer service.
- System Control:

- Guarantee that interfaces with third parties, jobs and systems are working
- No delay in month end / year end activities nor in other important processes to ensure our systems are working without business disruption.
- Ensure the appropriate issue troubleshoot and guarantee system daily review is completed, and issues have been appropriately addressed.
- Core Model Protection:

- Not Audit findings related the area. Review all documentation to be sent for audit purposes. Execute the controls required by audits monthly or by request.
- Responsible of the release of changes to production system regarding the area - Objective is not to cause any business disruption by support changes or by project implementation.
- Guarantee the company procedures are in place in terms of documentation, developing rules, incident management, service management, change management and release management. Implements policies and procedures regarding how problems are identified, received, documented, distributed and corrected.
- Ensure Upgrades/Enhancement Packages for different areas are successfully scheduled and executed without failures with appropriate testing
- Ensure successful Disaster Recovery Exercise - yearly (or by defined schedule).
- Communications:

- Manage business users’ expectations working collaboratively with managed service providers, other support and other IT team leads ensuring strong governance.
- Lead the support team bearing in mind the possible issues that can happen managing external resources
- Improvements in the Support area: Perform quality monitoring to identify trends, validate accuracy and provide opportunities for improvements over the support area.
- Ability to travel to IT/Business Locations (less than 25%).

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