Primary Function of Position:
The Commercial Technologies Center of Excellence (CoE) - Salesforce drives value across the enterprise with processes, capabilities, and technology. Over 7,000 Intuitive colleagues leverage tools we manage as the backbone of their business and as the system of record. In this position, you will operate as a partner and trusted advisor for the global Commercial organization, as well as all users of our solutions.
Reporting to the Director, Commercial Technologies CoE, the Manager, Commercial Technologies CoE - Salesforce, will be responsible for developing and optimizing solutions (process and technology) to fuel our continued growth. You will lead a team of business analysts & admins, partner with IT organization, and guide the business for establishing and enhancing solutions. By aligning with our stakeholders and leaders, you will identify key areas of improvement, socialize & prioritize those based on business needs, and work through multiple teams to bring those ideas to market.
Roles & Responsibilities:
- Drive significant improvements in our ability to support the business
- Establish appropriate SLAs for Case response times based upon type and urgency
- Develop automation and efficiencies related to high volume/low expertise Case Areas (user setup, etc.)
- Create Dashboard of Case volumes, types, SLAs, actuals, and team member case volume
- Lead a global team of Business Analysts and Salesforce Admins
- Collaborate with stakeholders at all levels to define business systems requirements for new technology implementations
- Manage the delivery of incidents, bug fixes & enhancements to ensure the timely closure with required quality
- Identify and prioritize all process and system enhancements based upon business needs
- Research new technologies, including AI, to provide efficiencies and capabilities to our stakeholders
- Build and refine a roadmap of features and capabilities, providing our stakeholders with clarity as to when they can expect rollouts of the functionality
- Align on ROI and adoption metrics to quantify the value we deliver to the business
- Coordinate relevant business resources to insure we deliver incredible solutions…including resources for Needs Assessment, Requirements Gathering, Acceptance Criteria, Business Process Mapping, Testing, Training, and ongoing continued support and utilization
- Collaborate globally and cross-functionally to identify best practices and process gaps and develop plans to align
- Foster strong partnerships with IT and other enabling functions
- Grow & develop team members to be their best selves, including having documented Development Plans and regular discussions on how to grow
- Be a Connector…build relationships with the teams we serve and are served by. Understand their business, priorities, and pain points. Drive holistic end-to-end conversations and break down silos
- Leverage data on utilization, value, ROI, business direction, time spent, and more to continually optimize our fast-growing business
- Drive regular alignment meetings with our leadership team to understand where the business is headed, and what is needed for success
- Establish team's expectations and clear direction to meet department's goals and objectives
- Support ad hoc projects as prioritized by leadership
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