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CRM Operations Lead
vor 3 Monaten
Sydney CBD
- Lead the Operational activities to support icare’s CRM (Salesforce) Platform
- Fixed Term 6 months Role | 35 hour working week| Location: Sydney
- Annual salary starting $139,787 plus 17.5% annual leave loading
About the Role
The purpose of the role is to monitor and assist with continuous improvement of the CRM (Salesforce) platform and the wider Business Technology platform. Contribute to the development and monitoring of business objectives and track progress and performance against agreed indicators to ensure that the business meets operational requirements. Manages end to end CRM (Salesforce) monthly enterprise releases deployments and platform upgrades.
Benefits
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- icare day – access to an extra day’s leave
- Comprehensive learning and development supportaligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program
Duties
It’s an exciting time at icare where no two days are the same; as a CRM Operations Lead you will:
- Lead major incident resolution and emergency change management, ensuring minimal disruption to business activities
- Review platform support team functions and implement processes to deliver service improvements
- Lead problem management and Enterprise release activities for the CRM platform
- CRM (Salesforce) production releases, sandbox and DevOps process management.
- Manage CRM license (users) operational and work with business to manage demand forecasting.
- Serve as a point of escalation for issues with production and lower environments.
- Drive the development, implementation and improvement of consistent processes and standards for the ways of working within the teams.
Your story so far:
- Proven track record of influencing and managing a large-scale software operations functions – minimum 10 years’ experience managing a production support team
- Minimum 4 years’ experience CRM (Salesforce) technology operation and governance. Preferable –Government
- Experience managing Salesforce Service Cloud platform to support big user based.
- Experience in production support of CRM platform (Salesforce) & Customer applications.
- Experience in workforce planning and commercial management. Working with IT management to create and implement operational change by initiating and improving quality of services, processes, and tools in a technology organisation.
- Experience in ITIL environment and process. Certification will be highly desirable.
Culture
We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.
About the Company
We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities.Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.
In addition, we insure builders and homeowners, provide treatment and care to people severely injured on NSW roads; and protect more than $266.6 billion of NSW Government assets, including the Sydney Opera House, the Sydney Harbour Bridge, schools and hospitals.
- For more information about icare visit our website
- icare operates a direct sourcing model so no agency introductions will be accepted
- We are aCircleBackInitiative Employer – we commit to respond to every applicant
- A talent pool may be created through this recruitment process.
Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.
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