Sr. Product Manager 2 - SF

Job Summary:

The Sr. Product Manager 2 - Senior Salesforce Administrator will be responsible for Salesforce declarative configuration, administration, support, and maintenance. The administrator will work collaboratively with product managers, stakeholders, and architects to translate business requirements into scalable solutions.

Key Responsibilities & Duties:

• Responsible for the day-to-day administration, configuration, and support of the Salesforce CES platform, including timely updates to ICANN staff contact and user records.
• Collaborate with product managers, internal stakeholders, and architects to translate business requirements into technical designs.
• Serve as Salesforce SME, providing insight into its capabilities and limitations when collaborating on business solutions.
• Automate complex business processes and translate business strategy into technical solutions.
• Design, develop, document, and test scalable, best-practice declarative Salesforce solutions.
• Perform Salesforce configuration changes, including (but not limited to) building custom apps and objects, flows, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, email templates, dashboards, and reports.
• Ensure configuration changes meet data access requirements and compliance.
• Coordinate the evaluation of new Salesforce App Exchange third-party products.
• Responsible for user and license management, including user setup/deactivation, roles, profiles, permission sets, public groups, OWD, and sharing rules.
• Manage data privacy governance and access privileges.
• Perform regular system maintenance, including Salesforce health check and optimizer.
• Monitor production jobs, triggers, flows, and other processes to ensure proper system function and performance.
• Proactively address system errors and identify opportunities for technical debt remediation to increase stability and performance.
• Proactively manage data to improve Salesforce data quality, implementing rules and automation as needed.
• Identify unused or underutilized Salesforce features.
• Provide responsive Salesforce tier 1 and 2 end-user support, including managing and maintaining the knowledge database.
• Provide mentorship and training to less experienced in-house Salesforce administrators.
• Train trainers, product managers, and key stakeholders as needed.
• Monitor and improve end-user adoption.
• Work independently to self-train, take classes, and attend conferences to reach developmental goals, certifications, badges, etc.
• Participate in and contribute to daily standup and sprint review meetings as part of ICANN’s Agile/Scrum process.
• Other duties as assigned or requested.

Required Knowledge, Skills, and Abilities (KSAs):

• Experience in designing custom Salesforce objects, formula fields, filters, field dependencies, validation rules, Lightning Flows, approval processes, automated alerts, Lightning and page layouts, email templates, knowledge base, data loads, dashboards, and reports.
• Ability to quickly analyze current Salesforce processes when troubleshooting, working on change requests, or implementing enhancements.
• Strong creative and critical thinking, problem-solving, planning, prioritization, teamwork, and organizational skills.
• Ability to think broadly and strategically, as well as tactically and with attention to detail.
• Ability to translate business requirements into technical solutions.
• Self-starter who will leverage expertise and resources to find answers.
• Ability to work effectively both independently and as part of a team.
• Strong interpersonal communication skills and the ability to maintain effective working relationships with senior managers, staff-level personnel, and partners.
• Strong customer service skills, orientation, and focus.
• Ability to provide Salesforce end-user support and training.
• Ability to work under general direction, using broad guidelines to accomplish objectives and independent judgment to achieve goals.
• Ability to read, analyze, and interpret documents such as technical procedures, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• ICANN or internet industry knowledge is highly desirable.

Education and Experience Requirements:

• Education:
  • Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.
• Experience:
  • Minimum of 8 years of experience in a related industry.
  • Prior international experience preferred in managing global process and systems initiatives.
  • Strong experience with gathering requirements and writing user stories for complex, multi-phased business application development efforts using Agile/Scrum methodology.
  • Experience with business process design, leading workshops, data modeling, and reengineering.
• Specialized training in:
  • Agile/Scrum
  • Business/Technical Analysis/Data and Process Modeling
• Other Requirements (Certifications):
  • Minimum of 4 years of demonstrated Salesforce administration success.
  • Salesforce Administrator and Salesforce Advanced Administrator training, certification required.
  • Familiarity with data protection and privacy laws is preferred.
• Languages:
  • Fluency, both written and spoken, in English is required.
  • ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English.

Working Conditions & Physical Requirements:

• Comfortable with an international work environment that requires availability at times outside normal business hours.
• Work location is flexible.

ICANN is an Equal Employment Opportunity Employer and does not discriminate based on age, race, color, religion, national origin, ancestry, citizenship, marital status, veteran status, physical or mental disability, sex, (including pregnancy, gender identity and sexual orientation), childbirth or related medical conditions, family care status, genetic information or any other protected characteristics protected by local, state or federal law.

ICANN www.icann.org is responsible for the global coordination of the Internet's system of unique identifiers, including domain names (like .com, .uk, .jobs, etc.), as well as the addresses used in a variety of internet protocols.  A nonprofit public benefit corporation, ICANN is responsible for the global coordination of the Internet's system of unique identifiers. These include domain names as well as the addresses used in a variety of Internet protocols.