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Business Systems Lead - Salesforce

Location: 

Oklahoma City, OK, US, 73120

Req ID: 330821 

 

      BASIC PURPOSE: The IT Business Systems Lead is a motivated people leader with a drive for teamwork and delivering quality solutions to customers.  This position will work alongside experienced technology leaders to design, develop and deploy enterprise solutions that drive organizational growth and improve customer experience.  The successful candidate will have a passion for leading, growing, and motivating individuals to be high-functioning contributors of a self-organized team.  Alongside team leads and product owners, this position engages in discussions with business partners about technology needs, business process and how technology capabilities may best support those needs.  The Business Systems Lead is a champion of people, process, and technology.

 

We are seeking a Business Systems Lead to support Customer and Sales Technology teams, which include Salesforce Service Cloud, Salesforce Sales Cloud, Salesforce Experience Cloud, Mulesoft and/or Heroku.  This role will supervise up to 6 Business Analysts, Project Managers and/or Scrum Masters.  They will collaborate closely with other technology leads (Development, Administrators), Scrum Masters and business Product Owners to gain consensus on platform roadmaps, priorities, and resource planning.

 

MAJOR RESPONSIBILITES:

  • Lead team including roles of: Business Analyst, Scrum Master, Project Manager and Quality Assurance to provide high-quality project delivery in alignment with our IT Agile SCRUM team processes. 
  • Work closely with Product Managers, Product Owners, Administrators and Development in defining and analyzing requirements and outline proposed technology solutions.
  • Channels all new work requests through SCRUM teams.  Participates in most SCRUM ceremonies – Sprint Grooming, Planning, Daily Stand-Up, Review/Demo, Retrospective and Feature Planning. 
  • Engages in feature planning/design discussions, providing representation of the business process and keeping big picture in mind.
  • Lead or participate in programs and projects that may fall outside of Salesforce, but remain within business units supported (Marketing Operations, Customer Service, Customer Engagement, Loyalty and other Customer-facing programs)
  • As needed, with peers and team-members, train end-users on system functionality for large-scale projects including documentation of processes and training guides.
  • Collaborate with vendor Account Executive and Success Team members to maintain productive working relationship with the goal of deriving the most value of the platform investment.
  • Maintain continual visibility of assigned areas of work for team members.  Delegate and balance workloads as needed. 
  • Keeps management updated on overall team performance, solicits management support when needed for performance coaching, etc.. Tactfully raises ideas for improving operational efficiencies to peers and management.
  • Participates in department goal setting.  Works with team members for individual goal setting in alignment with company and department goals.  Provides ongoing performance feedback throughout the year. 
  • Contribute to the development of process standards and evaluation of tools as needed.
  • Collaborates with IT Subject Matter Experts on strategy for Application Security Standards, Permissions, Back-ups, Retention, etc.  Administration of system security settings in alignment with best practices provided by information-security, development, internal audit and/or IT Architect.
  • Lead end-user support process, troubleshooting and technical support.  Perform continual monitoring and enforcement of SLA’s and key metrics.
  • Assist in release planning, change management and deployment activities.
  • Aids management in onboarding, training, project management, project updates, business updates, team meetings and other various needs.
  • Maintains technology portfolio of active projects, enhancements, and maintenance activities; collaborates with technology and business leads on project evaluation and prioritization.

 

REQUIREMENTS:

  • Ability to collaborate with and influence people at various levels in the organization; Must have demonstrated strong communication and interpersonal skills.
  • Must possess excellent situational awareness and an ability to remain calm under pressure and be cognizant of how you are perceived.
  • Able to motivate team members and build healthy, productive relationships within team and business partners.
  • Communicate effectively, both verbally and in writing, exhibit strong active listening and feedback skills.
  • Able to juggle multiple demands and changing priorities in a fast-paced environment. 
  • Experience and familiarity with best practices on internal reporting, KPI’s/dashboards and Tableau reporting.
  • Proven understanding of databases, systems integration, application development and complex enterprise landscapes.
  • Proven ability to thrive/be successful in a fast-paced corporate environment.
  • Ability to clearly communicate and explain complicated processes.
  • Be a champion, advocate and enforcer of change management policies and procedures.

 

EDUCATION AND EXPERIENCE:

Education:

  • Bachelor’s degree in Business Administration, MIS, or relevant technology work experience
  • Certified Scrum Master (CSM), Certified Business Analysis Professional (CBAP) Certifications are a plus but not required

Experience:

  • Minimum of 10+ years’ of successful experience in a technology delivery role, preferably as a Business Analyst, Project Manager or technology supervisor.  
  • Strong knowledge of CRM tools including Salesforce Service Cloud, Salesforce Sales Cloud or other CRM Systems.
  • Experience directly supervising a team of employees including performance coaching, goal setting and administration.  Preferably supervision of Business Analysts or Project Managers.

 

      SKILLS AND PHYSICAL DEMANDS:

Skills:

  • Hard Skills: Familiarity with software development tools (Azure DevOps/VSTS, BrowserStack, etc.), MS Office Suite, MS Visio or Lucid Charts.   AHA Roadmaps or other portfolio management tools are a plus.
  • Soft Skills:  Excellent verbal and written communication skills, strong time management and organization skills, sense of urgency, keen attention to detail, and the ability to work under tight deadlines

Typical Physical Demands:

  • Requires prolonged sitting, some bending and stooping
  • Occasional lifting up to 25 pounds
  • Manual dexterity sufficient to operate a computer keyboard and calculator
  • Requires normal range of hearing and vision

 

 

 

Job Function(s): Information Technology 

 

Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:

  • Gemini Motor Transport, one of the industry’s safest trucking fleets
  • Speedco, the light mechanical and trucking service specialists
  • Musket, a rapidly growing, Houston-based commodities supplier and trader
  • Trillium, a Houston-based alternative fuels expert

 

The Love's Experience

Love’s was founded in 1964 on the values of integrity, customer focus, strong work ethic, innovation and perseverance. We are looking for these in every person we hire. No matter what job you do for Love’s, your commitment to these values will not only continue our legacy of growth, it will also ensure your successful career.


Nearest Major Market: Oklahoma City
Nearest Secondary Market: Oklahoma

Job Segment: Business Analyst, Cloud, Developer, Outside Sales, CRM, Technology, Sales