Job Directory Mgr, IT Architecture-Service

Mgr, IT Architecture-Service
Niles, IL

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About

Job Description

Reporting to the Senior Director, IT, this role is responsible for the overall design and implementation of Shure's Service technology solutions using our Customer Success Platform built on Salesforce. Works closely with our internal business partners to deliver solutions that solve business problems and acts as the development team leader for IT resources. Manages the work efforts of individual contributors with responsibility for coaching and performance management.

Representative Duties:

* Handles overall design of service automation systems as well as recommending best practice solutions based on service department(s) needs and latest proven business & technology trends.


* Leads large Service transformational project efforts.


* Responsible for day-to-day operations of Salesforce Service Cloud applications, including system management, reporting, and data management tools.


* Architects data feeds, platform configuration, and components needed to run new and existing Service processes and service automation.


* Supports integration within the Sales, Service, Marketing, ERP, and external applications.


* Provides knowledge expertise and industry best practices and recommends solutions to support.


* Works with business partners to build metrics and supporting dashboards and reporting.


* Provides solution design for Service interactions with Partner and Customer Community Clouds.


* Identifies the need to provide customization over configuration and communicates the associated risks as well as provides recommendations to mitigate.


* Works with internal business partners to understand current and future business process and captures business requirements for enabling technology solutions


* Leads and coaches others on definition of business requirements with business partners to translate into user stories.


* Works with solution architect peers in IT to design and implement integrations


* Required at times to write and review solution documentation and specifications jointly with the technical architect and other IT colleagues.


* Manages the work efforts of individual contributors with responsibility for coaching and performance management.


* Provides motivation and guidance to development teams during the systems development life cycle.


* Works with key stakeholders to support business adoption and deployment activities.


* Works with development resources throughout the entire lifecycle, fluent in agile and waterfall delivery and getting the most value from the platform.


* Provides thought leadership on IT strategies.


* Participates and sometimes leads change control process for system related changes moving through the environment landscape.


* Evaluates 3rd party applications that can be used to enhance platform.


* Other duties as assigned.

Requirements:

* Bachelor's degree in a related field. Graduate coursework is desirable.


* Minimum of 10 years working experience with a minimum of 2 years Salesforce Service Cloud experience.


* Salesforce Certifications


* Demonstrated ability of working on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.


* Demonstrated experience in determining the best use of resources to meet goals of assignments received in the form of objectives.


* Understands the technical depth of projects in order to recommend the correct resources.


* Able to lead cooperative efforts among members of project teams.


* Able to follow processes and operational policies in selecting methods and techniques for obtaining solutions.


* Able to develop and administers schedules, and establish performance requirements.


* Experience with preparing and adhering to a budget.


* Able to provide guidance to subordinates within the latitude of established company policies.


* Experience with advising subordinates how to meet schedules and/or resolve technical problems.


* Responsible for the hiring, firing, and performance review of staff.

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