Job Summary: IT Systems Analyst Lead

The IT Systems Analyst Lead is responsible for Design, Development, and deployment of Inogen CRM business applications and similar enterprise applications and databases used by the Sales, Marketing, Patient Services, Customer Care, and other business departments. Owns the relationship between the Inogen business process owners & stakeholders and the IT department. Works closely with Inogen business process owners to develop business system processes, collect business requirements and create business system solutions. Recommends, implements, and maintains the business applications used by all Inogen business functions worldwide. Ensures solutions that meet business requirements are delivered on-time. Manages work allocations for internal & external IT Support Teams, System analysts, Consultants, and Developers. The Lead IT Systems Analyst reports to IT Business Systems Manager - CRM.

Responsibilities (Specific tasks, duties, essential functions of the job)

IT Systems Analyst Lead

Technology Leadership:

• Spearhead the evaluation and integration of cutting-edge technologies within the Salesforce ecosystem, positioning yourself as a trusted advisor to both IT and business leadership.
• Provide strategic guidance on leveraging technology to enhance business functions, focusing on Salesforce solutions.

Solution Design and Delivery:

• Translate business requirements into scalable and user-centric Salesforce solutions, ensuring accessibility, functionality, and security.
• Collaborate with Sales, Marketing, and other departments to prioritize requirements and deliver solutions that meet their needs effectively.

Platform Governance:

• Implement and maintain robust platform governance practices within the CRM and related applications such as Salesforce, Brightree, Grax, including overseeing regular upgrades, monitoring data consumption metrics, and managing backup archives to ensure data integrity and compliance with organizational policies and regulations.

Integration and Data Architecture:

• Drive the design and execution of sophisticated data flow systems within Salesforce, prioritizing business process enhancements and system integrations using state-of-the-art standards and technologies.

Security and Compliance:

• Champion the identification and mitigation of security risks within Salesforce solutions such as Salesforce Event Monitoring, including the implementation of Multi-Factor Authentication (MFA) for customer and patient-facing platforms.

Service Management:

• Utilize advanced platforms like ServiceNow to elevate IT service management within the Salesforce environment, ensuring a seamless and responsive IT infrastructure.
• Lead change, incident, and problem management for Salesforce CRM and Cloud CTI platforms, leveraging automation and AI-powered tools where applicable.

Cross-functional Collaboration:

• Collaborate closely with the Enterprise Transformation Office, IT, and business divisions to deliver technology solutions that significantly enhance business value and user satisfaction.

Continuous Learning and Development:

• Foster a culture of continuous learning and innovation within the Salesforce team, staying ahead of technology curves and encouraging professional growth.

Additional Responsibilities:

• Serve as the primary point of contact for investigating and resolving critical incidents within the Salesforce environment, demonstrating advanced problem-solving skills.
• Provide knowledge transfer and training to team members, acting as a mentor and coach to junior staff.
• Participate in the evaluation and selection of new Salesforce tools, technologies, and vendors, ensuring alignment with business needs and security requirements.
• Collaborate with IT management to develop and refine Salesforce-related policies, procedures, and strategies.
• Continuously assess and improve IT service delivery processes within the Salesforce environment, identifying opportunities for automation and efficiency gains.

Qualifications (Experience and Education)

• Master’s degree in information technology, Computer Science, Engineering, Mathematics, Accounting, Finance, Business Management, or related fields. Advanced degrees preferred.
• 5+ years of experience in Solution Architecture, including extensive experience in designing and implementing Salesforce integrated with Enterprise platforms such as Oracle, Brightree, Grax, Service Now.
• Demonstrated experience in designing secure, user-centric customer and patient portals, with a strong focus on implementing Multi-Factor Authentication (MFA) to ensure data privacy and security.
• Knowledge and hands-on experience