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Job Details


United Site Services

Manager IT - Business Analysis (11809)

Waste Management

All

Yearly

No

Westborough, Massachusetts, United States

Primary Purpose

ABOUT USS

United Site Services (USS) is the nation’s leader in temporary site solutions including portable

restrooms, restroom trailers, temporary fence, roll off dumpsters, and more. With 100+ locations

coast-to-coast, USS plays a pivotal role for customers in the construction, event, industrial and

government sectors. With a team of more than 3,000 trained professionals, we’re committed to

providing Easy, Safe & Clean site solutions to our customers no matter the project or event at hand.

PRIMARY PURPOSE

The Manager IT-Salesforce Support is responsible for the management and development of the

Salesforce Support Team. The primary focus is to create and manage teamwork processes that will

boost productivity and efficiency, enhance excellence in communication, monitor service delivery, and

work closely with the business and internal IT teams, identifying, developing, and supporting necessary

technical solutions within the Salesforce Support group.

SUPERVISORY RESPONSIBILITIES

This role has direct supervisory responsibilities.

Essential Functions

ESSENTIAL FUNCTIONS

• Oversee Salesforce Support requests, incidents, and problems

• Lead, motivate and guide the members of the Salesforce Support team to maintain the highest level

of performance

• Analyze problems and request trends and data to eradicate most common problems

• Coordinate urgent requests, acting as an escalation point for support issues when necessary

• Monitor staff activities and progress and coordinate completion of scheduled activities and projects

• Escalate issues timely to next tier support if the support team is unable to address the issue directly

• Coach staff in translating technical solutions into user-friendly language suitable for users with

limited experience with information technology

• Organize training and plan for team members to receive training on the latest and best practices in

handling Salesforce Support related issues

• Maintain and promote a professional leadership relationship with all departments within the

company’s internal and external organization to achieve optimal performance, compliance, and

problem resolution

• Review and approve e-time punches before submitting for payroll processing. Reviews and

approves time off request forms and schedule time off based on staffing demands

• Drive the Salesforce Support Team and instill a customer service culture

• Work as project lead for all Salesforce Support related projects, maintaining project plans and

providing regular updates

• Research emerging Salesforce technologies and recommend technology solutions

• Work with cross-functional teams to provide and integrate Salesforce processes and procedures

that can deliver quick problem resolution for our end users

• Assist in authoring and maintaining documentation for the IT Organization to ensure all Salesforce

Analysts are following salesforce Support procedures

• Perform other duties as assigned

Qualifications

EDUCATION - Minimum 4 Year / Bachelors Degree in a related field such as Computer Science and Business Administration

Minimum One or more of the following [Register to View] certifications:

  • Certified Administrator

  • Certified Developer

  • Certified Sales/Service Consultant

EXPERIENCE

Minimum of 5 years of related technical and managerial experience in a Salesforce environment

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent communication, written, organizational and verbal skills

• Strong leadership skills

• Task and time management skills

• Analytical and problem-solving skills

• Strong commitment to customer support

• Established ability and desire to learn Corporate, Division, and Location-specific applications,

technology, and terminology

• Demonstrated ability in customer support processes and techniques

• Prior experience supporting customers in Salesforce

• Good knowledge of customer relations and management

• Demonstrated conflict management and resolution experience

• Proven management and decision-making skills concerning Salesforce policies, processes, and

procedures, with a proven track record of completing tasks and maintaining the project schedule

• Ability to manage multiple high priority initiatives in a fast-paced, highly technical environment

EEO STATEMENT

United Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit

discrimination against any applicant or employee based on any legally-recognized basis, including, but

not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical

conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry,

citizenship status, physical or mental disability, genetic information (including testing and

characteristics), veteran status, uniformed servicemember status or any other status protected by

federal, state or local law. Our commitment to equal opportunity employment applies to all persons

involved in our operations and prohibits unlawful discrimination by any employee, including

supervisors and co-workers.