Responsibilities
- Own the end-to-end Jira intake process, evaluating new requests, resolving ambiguity, assessing system feasibility, and routing issues efficiently to keep the Business Systems queue organized.
- Translate loose user feedback and broad stakeholder pain points into deeply detailed, technical Jira user stories with precise acceptance criteria.
- Execute hands-on Salesforce administration (Flows, validation rules, page layouts, user security, and data management) to implement approved ticket requests.
- Oversee and troubleshoot integrations between Salesforce and critical third-party tooling such as Five9, Ironclad, and DocuSign.
- Run backlog grooming and sprint planning sessions, collaborating with technical leads to balance hotfixes/bugs with long-term strategic projects.
- Proactively manage stakeholder expectations, providing transparent updates on ticket status, SLAs, delays, and releases.
- Build robust Salesforce reports and dashboards to give key business units real-time visibility into their processes.
- Write clear Standard Operating Procedures (SOPs) and technical documentation so that system changes are easily understood and auditable.
Requirements
- Bachelor’s degree or equivalent experience
- 4+ years of relevant experience
- 2+ years of experience actively managing, triaging, and scaling Jira service desks, engineering backlogs, or similar ticketing workflows.
- Experience configuring or maintaining third-party tools integrated with Salesforce (e.g., Five9, DocuSign, Ironclad).
- Proven ability to quickly categorize urgent bugs, system enhancements, and general questions while identifying downstream technical impacts.
- Ability to create reports and dashboards to support business decision-making.
- Strong analytical and problem-solving skills, with the ability to gather and translate business requirements into technical solutions.
- The ability to push back gracefully on stakeholders, explain complex system limitations in plain English, and bridge the gap between business needs and engineering constraints.
- Excellent communication skills and experience collaborating with cross-functional teams.
