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Job Category

Program & Project Management

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Join the Salesforce National Security team within the Government Cloud division, a dynamic force championing Public Sector, Private, and Federal Government Agencies. Nestled within the Government Cloud org and reporting to the VP of Operations, we are looking for a dedicated and detail-oriented Change and Service Management Specialist to join our team. In this role, you will be responsible for managing incoming service updates and changes to the production environment, coordinating with Salesforce Teams and Government customers, and leading change and communication work-streams for transformational projects. You will play a crucial role in ensuring seamless transitions and adoption of new processes while providing excellent customer service.

Job Details

What you’ll do:
Stepping into this role means not just taking on a job, but embracing a passion for transformation and communication. You will be instrumental in driving both immediate communications and long-term strategic change initiatives, ensuring initiatives resonate across different teams, enriching employee experiences, and broad and deep enablement! You’ll be partnering with some of the best in the business across various orgs in Salesforce such as Security, Foundational Services, Falcon Core Services. Our Mission in Salesforce National Security is to deliver first-class, seamless Air Gap Environments. We are a dynamic force championing Public Sector, Private, and Federal Government Agencies.

Your Impact:

• You will develop trusted relationships with key technology and functional leaders & stakeholders to drive focus on the strategic program objectives and optimize service delivery. This includes supporting and holding resources accountable for their responsibilities within the service ownership program.
• You will be responsible for the release process for Salesforce major releases, and upgrades to all micro services including assessing the impact, validating cases for compliance and operational readiness as well as the prioritization of all change requests.
  • Responsible for opening, tracking, reviewing and closing change and release management cases.
  • Collaborating with software development teams and systems administrators to help identify, respond, and resolve deployment issues in a timely manner.
  • Ensures problem ownership and promotes end-user satisfaction.
• You will provide front-line service owner and customer communication to ensure a streamlined and successful deployment process for all stakeholders.
• You will collaborate with GovCloud and other Salesforce partners to ensure accurate and efficient reporting metrics are available to include: Weekly Audits, Deployment concerns and the associated mitigation efforts to resolve them.
  • Track engagement levels across various channels and adjust as needed for success.
  • Track KPIs & metrics and adoption related to transformation programs.
  • Responding to and diagnosing problems through interactions with users while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• You will develop and lead change & communications work streams for transformation projects, ensuring alignment with enterprise goals. Regularly review project milestones and adjust plans as necessary to meet objectives.
• You will assist with gathering and preparing contract CDRLs ensuring contract deliverables are being met on schedule.
• You will proactively work with key stakeholders to ensure alignment with larger company goals while embracing innovation.

What you’ll have:

• Must be detail-oriented, able to multi-task, and work independently with limited supervision
• Strong customer service skills
• Strong verbal and written communication skills
• Strong active listening skills
• Strong organizational and leadership skills
• Strong time management and problem-solving skills

Required Skills/Experience:

• Active TS/SCI clearance with polygraph
• Bachelor's degree or equivalent, and a minimum of 4 years of related experience
• Expertise in navigating fast-paced environments with adaptability and foresight
• Exceptional communication skills, adept at aligning messages for diverse audiences across various stakeholder groups.
• Outstanding organizational, communication, interpersonal, relationship building skills conducive to collaboration; able to work well in a cross-functional, matrix management environment.

This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.

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