Description:
We have recently completed rebuilding our 15+ year legacy Salesforce instance. Our focus now is to continue to add value by enabling our business through technology while further globalizing our people and processes. The business processes we enable in our Salesforce are end to end as we cover Marketing, Sales, Implementations, Account Management, Operations, and Support. We have also recently deployed an Omni Channel solution that is critical to our business and their interactions with customers. This is leveraging Service Cloud and will continue to expand with the use of Service Cloud Voice, Einstein, GPT, and integrations with our other important platforms. This is truly an amazing opportunity to help take FCTG to the next level and change the way we do business with our customers while strengthening our position as a leader in travel tech.
Key Responsibilities
- Work with members of broader team to ensure the best solution is sought and implemented
- Design, document and create underlying data structures and flows
- Lead and manage requirements gathering as part of the project process
- Contribute to new idea conception
- Contribute to requirement analysis and support development of appropriate user stories
- Translate functional requirements into conceptual and technical design documents
- Handover technical projects to support and governance
- Contribute to SFDC release and review updates
- Actively contribute to global governance functions and procedures
- Translate Business Capabilities and Objectives into better-designed processes (journeys) with a keen focus on user-driven outcomes
- Write logical, comprehensive, concise reports and correspondence
- Strong analytical and problem-solving skills
- Acquire subject matter expertise in the functions and activities
- Ask probing questions and be able to identify patterns, trends, and gaps
- Be able to compare solutions options and evaluate how well they meet a particular need
- Be able to understand the problem from all perspectives (i.e. business, technical and end-user), analyze the available options and constraints and then recommend possible solutions
- Be able to think out of the box and must come up with novel solutions
- Technical acumen to think critically and converse with technical architects and developers
Experience & Qualifications
- Bachelor’s degree in related field is desirable
- Salesforce Certified Administrator is a plus
- Agile/Scrum Certification is a plus
- Minimum of 5 years of hands-on experience in software development, with focus on customizations and complex projects.
- Demonstrated experience in working on transformational projects, leading technical initiatives, and driving positive change within
- Salesforce implementations.
- In-depth knowing of Agile methodology and sprint ceremonies.
- Experience with popular development tools to track users stories, requirements, and sprint/backlog management (JIRA, ADO, etc.)
- Familiarity with the travel industry will be considered an asset.
- Analyze, evaluate, and integrate business processes and procedures
- Ability to understand, map and evaluate Business Capabilities and their associated drivers, goals and objectives.