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Salesforce Platform Operations Manager - Toronto, Canada Remote

  • Department Business Technology
  • Location Canada - Toronto
The Salesforce Platform Operations Manager will lead and guide platform support, release management, QA and Operations. This role will be a key leader reporting directly to the Salesforce Platform Lead. This role requires global leadership as you will be responsible to develop and implement the Salesforce Production support framework (24/5), support and enhance the test strategy framework and mature the CI/CD capabilities. To be successful in this role, you are focused on iterative optimization, supporting implementation of best practices and developing standards. 

Responsibilities

  • Production Support
  • Provide Tier 1 production user support for the Salesforce CRM systems while working closely with the Engineering and Support teams to maintain operational integrity of production systems.
  • Manage global coverage across support and release functions.
  • Own the Salesforce support process including developing iterative improvements, to simplify, optimize, and automate processes. Evaluate Salesforce functionality and provide recommendations for process improvements.
  • Provide technical leadership to support salesforce administrators in troubleshooting, identifying the root cause, providing implementation suggestions, and identifying repetitive tasks.
  • Participate in data governance initiatives to drive consistent and proper handling of data inside the platform and across the business.
  • Create and maintain documentation on processes, policies, application configuration, user guides, job aides, and related materials. Develop guidelines and standards for team members and vendors to follow.
  • Monitor, manage and own communications related to outages. Own the end-to-end process working with the operations and applications teams.
  • Monitor and analyze current SLA’s and develop an action plan for improving SLA’s and reducing the incident volume by minimizing repetitive tasks or adding automation.
  • Create and maintain a permissions catalog that could be used to assign profile, role, groups, permission sets and specific applications in salesforce for users in different departments/job functions.
  • Develop Platform Security guidelines and participate/lead projects that enable different capabilities to enhance security posture like Salesforce Shield implementation.
  • Lead periodic platform health review with business partners and create a platform health roadmap.

  • QA and Test Automation.
  • Plan and define a roadmap for the automated testing using Provar as the test automation tool for different product areas on Salesforce platform.
  • Define and build adoption of standard methodologies on Manual and Automated testing.
  • Manage QA team

  • Environment andRelease Management.
  • Maintain the release calendar for the salesforce platform that includes Product releases, Salesforce platform releases and Sandbox refresh schedule.
  • Define a data backup strategy and plan for scheduling continues salesforce backups and sandbox seeding.
  • Define and implement standard methodologies on release management and partner with Development team to adopt them.
  • Work on maturity of CI/CD journey and plan to include test automation as part of CI/CD journey.

Qualifications

  • Bachelors’ Degree preferred with 5 years of Salesforce administration, systems support, and/or systems administration in a mid-size or larger organization preferred
  • Salesforce Certified Administrator required, Advanced Admin strongly preferred
  • Proven ability to manage users, data, and security
  • Proven troubleshooting skills including the ability to analyze and resolve difficult problems quickly with a keen attention to detail
  • Ability to work independently with minimum direction
  • Experience managing reporting and dashboards for multiple cross-functional teams
  • Strong customer service and relationship building skills with a team-player attitude
  • Demonstrated proficiency in the use of data management tools such as Data Loader
  • Familiarity with standard business, sales, and finance processes
  • Detail oriented with excellent verbal and written communication skills
  • Salesforce Certified Administrator required, Advanced Admin strongly preferred
  • Proven ability to manage users, data, and security
  • Proven troubleshooting skills including the ability to analyze and resolve difficult problems quickly with a keen attention to detail
  • Ability to work independently with minimum direction
  • Experience managing reporting and dashboards for multiple cross-functional teams
  • Strong customer service and relationship building skills with a team-player attitude
  • Demonstrated proficiency in the use of data management tools such as Data Loader
  • Familiarity with standard business, sales, and finance processes
  • Detail oriented with excellent verbal and written communication skills

Required Skills

  • Ability to engage with business users and present ideas and solutions as needed.
  • Ability to work with a global team in a fast-paced environment.
  • Ability to work independently or with minimal supervision.
  • Strong customer service and relationship building skills with a team-player attitude.
  • Familiarity with standard business, sales, and finance processes.
  • Detail oriented with excellent verbal and written communication skills. 

Experience

  • 5+ year’s experience in Force.com administration, with hands experience on the Salesforce Platform.
  • 3+ Years of managing Support resources.
  • Salesforce Certified Administrator required; Advanced Admin strongly preferred
  • Proven troubleshooting skills include the ability to analyze and resolve difficult problems quickly with keen attention to detail.
  • Knowledgeable in standard functions/ modules of Salesforce.com: Sales Cloud, Service Cloud, Community Cloud, and AppExchange/App cloud application integration.
  • Knowledge working with Data backup tools like OwnBackup.
  • Worked with test automation tools like Provar, Selenium.
  • Experience with Salesforce release management tools 

Education

  • Bachelor's Degree in Computer Science or related field or equivalent work experience. 

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.


Guidewire combines core, data, digital, analytics, and AI to deliver our platform as a cloud service. More than 400 insurers, including the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.

Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 
Talent rewards

The perks. The rewards. The good stuff.

We’re proud to shout about our awesome benefits packages. Holistic wellness is a big deal for us. We offer everything you need to support your work and, most importantly, your work-life balance. We’re committed to helping you be the best version of yourself. Inside and outside of work.

FINANCIAL

FINANCIAL

Receive market-competitive pay and incentive programs—because you deserve it! To help future-proof your income, we offer generous support through retirement savings plans.

HEALTH AND WELLNESS

HEALTH AND WELLNESS

Keep your physical and emotional health in tip-top shape with health insurance for you and your family, an employee assistance program, annual wellness reimbursement, and access to wellness resources.

FLEXIBLE WORKING

FLEXIBLE WORKING

Work in an environment where you’ll have the freedom and trust to make an impact, with time for your life outside of work.

DOWNTIME

DOWNTIME

Relax and kick back through our generous paid time-off programs. Make a difference in your community with three volunteer days each year. Take your own personal day of rest with My Day. We also offer 16 weeks of paid leave for all new parents.

CONTINUAL DEVELOPMENT

CONTINUAL DEVELOPMENT

We encourage self-directed learning, giving you every chance to become a better version of yourself, both professionally and personally. At Guidewire, lifelong learning is here for the taking.

CAREER MOBILITY

CAREER MOBILITY

Your career opportunities are only limited by your own imagination. Guidewire’s community is filled with chances to expand your horizons across any of our teams or worldwide‌‌‌‌‌‌‌ locations.