- Company Name
- Just Energy
- Job Title
- IT Product Manager Salesforce Support
- Job Description
-
**Job Title:** IT Product Manager Salesforce Support
**Role Summary:**
Manage day‑to‑day production support for Salesforce‑based applications, lead a distributed support team, and collaborate with cross‑functional stakeholders to ensure high availability, continuous improvement, and effective resolution of incidents and enhancements.
**Expectations:**
- Maintain and enhance application performance and reliability.
- Drive process improvements and automation for monitoring, testing, and incident handling.
- Provide leadership, coaching, and performance management for a global support team.
- Work flexible hours, including evenings and weekends, with on‑call rotations.
**Key Responsibilities:**
- Lead offshore Production Support Analysts to conduct daily health checks, troubleshoot incidents, and coordinate with users, developers, and infrastructure teams.
- Manage Salesforce (Sales Cloud, Service Cloud, Lightning) applications and related business systems.
- Prioritize and implement enhancements on recurring issues in partnership with Product teams.
- Monitor production activities, produce timely reports, and communicate status to stakeholders and executives.
- Develop and maintain monitoring tools, dashboards, and automated test suites, including AI‑driven solutions.
- Facilitate planned and unplanned system outages, coordinating with DevOps and other IT teams.
- Create, execute, and maintain test plans for new releases and bug fixes.
- Foster strong relationships with business partners, IT stakeholders, and external clients.
- Perform after‑hours health checks, troubleshoot as needed, and participate in rotational on‑call duty.
- Ensure compliance with procedures, policies, and continuous improvement initiatives.
**Required Skills:**
- 5+ years of application support with team‑leadership experience, 3–5 years in a Salesforce environment.
- Deep knowledge of Salesforce configuration (Sales/Service Cloud, Lightning UI, workflows, validation rules, triggers, security models, profiles/roles).
- Strong analytical and problem‑solving abilities.
- Proficiency in SQL and relational database concepts.
- Experience with test planning, production monitoring, and incident resolution processes.
- Excellent communication, stakeholder management, and cross‑team collaboration.
- Ability to manage multiple priorities under tight deadlines and shift workloads.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or related technical field.
- Salesforce Administrator Certification (preferred, not mandatory).