Salesforce Service Owner

Experience: 10+ Years

Role Overview:

We are looking for a Service Owner to manage end-to-end service ownership of the REACH program across all relevant Salesforce orgs.

Key Responsibilities:

• Manage E2E service ownership across RoW, AU, and CBS orgs.
• Monitor production tickets and ensure SLA adherence and timely assignment.
• Manage team capacity, ticket volumes, and leave plans for the 2 FTE support team.
• Review tickets for accurate information required for future RCA.
• Identify service improvement and cost optimization opportunities.
• Monitor Salesforce releases and analyze their impact on production orgs.
• Maintain required support and service documentation.
• Prepare and present monthly service review meetings.
• Conduct User Access Reviews every six months.
• Ensure adherence to change management and compliance processes.
• Manage SAST and Fortify activities with InfoSec teams.
• Participate in sprint planning and support build-team activities.
• Lead or participate in discussions around backup, archiving, security tools, and POCs.
• Support ITS PMs with planning and other required activities.