Sr. Production Support Lead - Salesforce

About ForgeRock:   

In today’s highly connected digital world, understanding, managing and securing the identity of individuals and things is essential to safety and success of both businesses and their customers. Billions of people connect from anywhere, use a wide variety of devices and expect a seamless yet secure experience.   

The ForgeRock mission is to provide the most simple and comprehensive Identity and Access Management Platform to help our customers deepen their relationships with their consumers and improve the productivity and connectivity of their employees and partners.  Our identity solution enables great digital experiences and is embedded with a rich set of security, privacy and consent features.  We deliver our platform through both cloud services and on-premises software. 

Our customers are some of the biggest companies, organizations, and even countries in the world. On any given day, it’s likely that the ForgeRock Identity Platform helped keep your data safe, gave you access to stuff, and supported trusted relationships between you, companies and the devices you were using.

ForgeRock is headquartered in San Francisco, but we are a global company with offices in the following cities: Vancouver, WA; Austin, TX; Bristol, UK; Grenoble FR; Oslo NO; and Singapore.  Please read more about us at forgerock.com or follow ForgeRock on Twitter at http://www.twitter.com/forgerock.

 

The Role:

As the Production Support Leader you will be responsible for application support for the Enterprise systems team that supports cross-functional BUs such as Sales, Product, Marketing, Finance, etc.  Primary application support will be salesforce at 80%, NetSuite 10%, and others at 10% (Gainsight, Anaplan, Jitterbit, etc.) 

Main Responsibilities:.

• Develop a strategy for the production support organization supporting applications (e.g. salesforce)
• Lead offshore team of production support
• Develop metrics and SLAs for the response and resolution time of tickets
• Develop escalation, off-hour support, and triage communication plan
• Eventually this role will also manage releases to production and criteria for moving code/configuration to production

Required Skills & Qualifications

• Experience as a production support engineer and lead
• Proven experience in supporting Salesforce Sales Cloud and CPQ as as an administrator
• Salesforce Administration Certification a plus
• Proven track record of working directly with multiple BUs: Sales, Product, Marketing, Finance, etc.
• Ability to prioritize, push back, and communicate effectively.
• Excellent written and oral communication skills
• Excellent interpersonal skills
• Excellent problem-solving, analytical and investigative skills
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Looking for a solid combination of leadership and technical skills
• Must have large corporate environment experience with Salesforce production support experience
• Excellent collaborative mentality, verbal and written communication skills
• This is a highly visible role with interaction with Leaders from both the IT and business sides

 

The typical hiring range for this role is $150,150 - $183,700 in annual base compensation. Bonus and commission eligible roles will provide the opportunity to earn additional income based on performance against objectives. Candidate location and qualifications will be assessed to determine final compensation. In addition, our generous total rewards package includes health and wellness benefits, retirement savings plans, risk insurances, paid time off, parental leave, plus other supplemental offerings. For part-timers, your coverage will vary.

Life at ForgeRock:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. 

Here are just a few of the things that make ForgeRock special:

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Recognition programs that reward employees with meaningful experiences.
• Global volunteering and community initiatives

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