IS Operation Manager

CRM and Application Support Manager

Purpose of the Job

The IS CRM and application support Manager is a key role within the Information Technology department at Coptic Orphans, responsible for tactical operational management of the CRM and application support functions. The incumbent will be responsible for leading and managing the CRM and application support team, managing and tracking all the operational tasks, project planning and delivery, people Management, task assignment, follow-up on all moving pieces in the IS Operation area. The CRM and application support Manager ensures effective inter-departmental communication and seamless project execution.

Essential Functions and Responsibilities

• Design and administer custom solutions on the Force.com platform including configuration, user management, report generation, version planning, licensing, platform upgrades, data modeling, integration, data migration and having a deep architectural understanding of implementing Salesforce for CRM and Commerce.
• Manage and lead a team of IS administrators, including hiring, training, and performance evaluations.
• Follow up the effective support to end-users, lead problem solving efforts, ticketing system, website operations and Mobile device management.
• Develop support processes, service level agreements (SLAs), and escalation procedures to ensure efficient and effective support operations.
• Design and develop reports, dashboards, and analytics to provide insights into business performance and support data-driven decision-making.
• Administer salesforce platforms design, document, configuration, maintenance and administration of the Salesforce platform.
• Lead the successful delivery of Salesforce Cloud and other implementation engagements from a technical standpoint.
• Performing proactive system monitoring to identify any performance and/or data consistency issues.

Required Education, Experience, Knowledge and Skills

• Bachelors degree in computer engineering, computer science, information systems management or a related field.
• 8-10 years of relevant professional experience.
• At least 2 years of experience in a managerial role.
• Proficient in English, both written and spoken.
• Strong capabilities in CRM system development and design, with excellent troubleshooting skills.
• Proven knowledge of Salesforce and Force.com, particularly in heavily customized environments with numerous custom objects, integrations, various declarative automation types, and applications. Must provide clear examples of reverse engineering and simplifying configurations.
• Proficiency in Salesforce configuration, customization, and data management.
• Knowledge of Salesforce development (Apex, Visualforce, Lightning components) is a plus.
• Ability to gather, analyze and present information and numerical data effectively, and a demonstrated, high level of accuracy and thoroughness in all duties.
• Experience in project management and ability of leading projects and co-ordinate/utilize internal resource and external vendor to ensure project success and smooth delivery.
• Solution assessment and validation skills, with the ability to understand and evaluate proposed solutions to determine how well they meet requirements and deliver desired business outcomes.
• Strong experience with version-controlled environments/interfaces and agile methodologies.
• Ability to set goals and targets for oneself, team members, and the entire work unit
• Ability to provide guidance and support to staff members in problem-solving processes.
• Ability to collaborate with colleagues across work units, departments, or divisions.
• Reliable, responsible, and dependable, and fulfilling obligations.

Travel and Working requirements

• Typical office environment limited to walking, sitting, typing, using telephone and office equipment, and occasional lifting of boxes and luggage.
• Occasional travel, nationally or internationally, is expected.
• Limited to typical office environment such as walking, sitting, typing, using office equipment, and occasional lifting of boxes or luggage during travel.