Information Technology Operations Engineer

Job Purpose:

To design, develop, and maintain the company's reports and dashboards, primarily

focusing on Salesforce. This role involves creating customized solutions to meet

business needs, ensuring data integrity, and optimizing CRM functionalities to enhance

customer relationship management and business operations.

Key Responsibilities:

1. CRM Reports Development and Customization:

o Design, develop, and implement customized Salesforce reports and

dashboards.

o Troubleshoot existing reporting and dashboards for errors

2. Integration and Data Management:

o Integrate Salesforce with other systems and platforms to streamline

business processes.

o Ensure data integrity and quality within the CRM system.

o Develop data migration strategies and perform data imports and exports

as needed.

3. Technical Expertise and Support:

o Provide technical support and troubleshooting for Salesforce-related

issues.

o Stay current with Salesforce updates and new features, implementing

them as appropriate.

o Develop and maintain technical documentation for Salesforce solutions

and integrations.

4. Collaboration and Project Management:

o Collaborate with cross-functional teams to understand business

requirements and translate them into technical solutions.

o Manage and prioritize multiple projects, ensuring timely completion and

adherence to deadlines.

o Communicate effectively with team members and stakeholders,

providing updates and addressing issues as they arise.

5. Process Improvement and Innovation:

o Identify opportunities for improving CRM processes and functionalities.

o Implement best practices and standard operating procedures to enhance

system performance and user experience.

o Encourage innovation and the adoption of new technologies and

methods.

6. Compliance and Security:

o Ensure CRM systems comply with industry standards and company

policies.

o Implement security measures to protect sensitive data and maintain

system integrity.

o Conduct regular audits and assessments to identify and mitigate risks.

Competencies:

Integrity

● Establishes and promotes ethical standards and policies.

● Leads initiatives to enhance ethical practices.

● Acts as an ethics advisor and mentor within the organization.

Accountability

● Creates a culture of accountability within the organization.

● Develops and implements systems to monitor and ensure accountability.

● Leads by example consistently demonstrating high levels of responsibility.

Customer Focused

● Shapes and drives the customer service strategy.

● Develops long-term customer relationship programs.

● Acts as the primary point of contact for critical customer issues.

Time Management / Organization

● Develops and implements organizational systems company-wide.

● Optimizes resource allocation to maximize productivity.

● Mentors others in advanced time management techniques.

Communication

● Shapes and drives the communication strategy for the organization.

● Serves as a key spokesperson for the company.

● Influences stakeholders through compelling communication.

Teamwork

● Shapes the team culture and dynamics for optimal performance.

● Develops high-performing teams across the organization.

● Recognized for exceptional team leadership and collaboration.

Self-Motivated

● Fosters a culture of self-motivation and continuous improvement.

● Develop programs to enhance motivation and engagement company-wide.

● Recognized for exceptional drive and commitment to excellence.

Required Qualifications:

● Minimum of 5 years of experience in Salesforce development and

administration.

● Completed Salesforce Data Analytics Certification

● Completed Salesforce Developer 1 Certification

● Proficiency in Apex, AI, Visualforce, Lightning Components, and Salesforce

APIs.

● Strong understanding of Salesforce best practices and functionality.

● Experience with data integration tools and techniques.

● Excellent problem-solving and analytical skills.

● Strong communication and interpersonal skills.

● Ability to work well under pressure and manage multiple tasks simultaneously.

Preferred Qualifications:

● Bachelor’s degree in Computer Science, Information Technology, or a related

field.

● Salesforce certifications (e.g., Salesforce Certified Platform Developer,

Salesforce Certified Administrator).

● Experience with other CRM platforms and integrations.

● Knowledge of Agile development methodologies.

Performance Metrics:

● Quality of CRM Report & Dashboard Development: Effectiveness in developing

and customizing Salesforce reporting.

● Data Integrity: Accuracy and reliability of data within the CRM system.

● Project Completion: Timeliness and effectiveness in managing CRM projects.

● Customer Satisfaction: Measured by user feedback and engagement.

● Compliance and Security: Adherence to industry standards and company

policies