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 E2 E service ownership across Ro W, 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 Info Sec 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.