Job Summary
At a high level, we are looking for the following:
• Leader of the ‘keep the lights on’/’run services’ functionality for the Salesforce platform at Citizens (all orgs)
• Should have experience as a software developer, architect, etc… and transitioned into a strong people leader
Salesforce KTLO (keep the lights on) consists of functions/processes that keep Salesforce running as expected even when there is no active development in the org. There is value in consolidating these functions into one team across the enterprise because they can be repetitive across multiple orgs and there are economies of scope and scale. A large example is the 3x a year release that Salesforce does in Winter, Spring, and Summer to the platform. These are changes that must be analyzed for impact against our orgs and then remediated prior to the release. The vast majority of the preparation and changes are the same across each Salesforce org. In addition, having a central Salesforce support team allows us to flex resources based on urgency, criticality, and need that cannot occur with smaller pods.
What is KTLO (not listed in order of importance/frequency)
• Currency upgrades to the platform. 3x a year upgrades by Salesforce (February, June, October)
o Identifying impact based on org usage
o Changes to existing functionality to ensure no impact
o Regression testing
• Certificate renewals
• Sailpoint IAM/provisioning management
• Management of NHAs
• License Management
• IP allow list management
• Log monitoring (Exception, Apex Log, etc…)
• Creating knowledge base for all key processes
• Handover of processes from feature teams after hypercare. This includes identifying 1 team member as a lead along with a few backups, performing KT, creating knowledge articles, etc…
• Manual monthly data backups or Ownbackup synchronization
• Monthly reporting routines (mobile usage, CPR data loads, historical pipeline data)
• Modifying granular permissions not covered by Sailpoint (i.e. groups, queues, permission sets)
• Bulk modification and merging of records (Ownership of records, Accounts, Opportunities, Leads)
• Bulk loads of Leads, Opportunities, etc… for small business initiatives (i.e. marketing leads, targeted opportunities)
• End user reporting inquiries and questions
• One-off large data extracts when colleague facing reporting cannot handle (i.e. large datasets or complex queries)
• One-off data changes to records stuck in limbo (i.e. record cannot advance because X field not completed yet user does not have access to X field)
• Splunk incident alerts
• Triage of L1/L2 production defects, including RCA (root cause analysis) and hot-fix remediation or routing to L3 team
• Customer SSO log-in issues/inquiries
• Release management activities
• Continual tech debt clean-up (unused fields, record types, profiles, permission sets, objects, email templates, flows, etc…)
• Routine Health Check reviews
• Minor Enhancements
o Create new fields, update picklists, minor changes to formula field logics, etc…
o Implement minor process automations, validation rules, flows, error handling
o Changes to existing approval logic
o Modify page layouts and lightning record pages (add/remove fields, change order, etc…)
o Creating new permission sets, roles, groups, queues, etc…
o Changes to remediate errors (including minor refactoring)
o Modification to field level security and sharing rules
candidate(s) should ideally come with a fairly broad knowledge of the Salesforce ecosystem of products, including marketing cloud, service cloud voice/AWS Connect, and Mulesoft, along with FSC. Absent current knowledge in some of these areas, candidate should have a demonstrated and active curiosity to learn, and to lead with a sense of urgency as is sometimes necessary in a KTLO environment. The candidate filling the role would be a key member of my Salesforce leadership team.