CRM/ECM Applications Support Manager

3 weeks ago

Raleigh, North Carolina, United States Local Government Federal Credit Union Full time
About the Position

We are seeking a highly skilled and experienced CRM/ECM Applications Support Manager to join our team at Local Government Federal Credit Union. As a critical member of our Applications Support team, you will be responsible for leading the development and implementation of our Salesforce and SharePoint platforms.

As a key member of our IT team, you will work closely with Executive Management and stakeholders to define project scope, timelines, and resources. You will also collaborate with cross-functional teams to drive platform enhancements and maintain a seamless user experience.

Key Responsibilities
  1. Define and articulate the vision for CRM/ECM applications and manage the day-to-day administration, configuration, and maintenance of Salesforce and SharePoint.
  2. Lead, coach, and mentor the Salesforce and SharePoint development teams to ensure continuous improvement of evolving system operation readiness and knowledge.
  3. Monitor system performance, troubleshoot issues, and ensure data integrity.
  4. Develop and manage partnerships with IT, business units, and external vendors to align platform capabilities and requirements with business needs and strategic goals.
  5. Oversee and drive the development and implementation of new releases, features, process streamlining, automations, and enhancements that can continue the evolution of the platforms.
  6. Implement best practices for security, compliance, and governance.
  7. Customize Salesforce using declarative tools and oversee custom development.
  8. Optimize and oversee development and configuration of SharePoint sites, libraries, and workflows for efficient collaboration and document management.
  9. Provide Tier 3-4 level end-user support, troubleshoot issues, and support training department on creating training sessions and materials.
  10. Foster adoption of digital platforms by promoting platform features and benefits and leveraging platform analytics to track usage, identify trends, and recommend improvements.
  11. Define project scope to stakeholders and CRM/ECM applications support team by creating and managing timelines, ensuring deliverables meet business and strategic goals.
  12. Oversee and lead Salesforce platform integration at various levels across the business by having a sound understanding of objectives and proactively seeking out opportunities to collaborate and engage all business units.
Requirements

To be successful in this role, you will need:

  • Minimum 7-9 years of Information Technology and/or Information Systems experience in an enterprise environment working directly with SharePoint and/or Salesforce development, inclusive of 1-3 years of management experience.
  • Salesforce Certified Platform Developer or ability to acquire certifications within one year of employment.
  • Demonstrated experience gathering business needs and technology requirements from users as well as generating end-user and technical documentation.
  • Proven understanding of Salesforce and SharePoint product architecture and SDLC process.
  • Demonstrated knowledge of enterprise application integration, including the use of business process and forms; Collaboration services and/or document management and portal interaction.
  • Ability to function in a Consumer business office environment and utilize standard office equipment.
  • Ability to lift a minimum of 25 lbs.
  • Travel required on occasion.
Preferred Qualifications

We would like to see:

  • BA/BS Business, Information Systems, Computer Science, or related field degree within software development.
  • Proven track record of successfully managing the analysis of business process, user requirements gathering, system configuration and optimization.
  • Relevant certifications in Salesforce or Microsoft 365 services.

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