Provide technical leadership in support of the operation and maintenance of a portfolio of services and applications• Serve as Subject Matter Expert for Salesforce and a variety of applications• Develop and maintain strong relationships with partners and staff• Maintain a thorough understanding of partner business processes and use cases• Perform needs assessments and facilitate user acceptance testing for fixes and enhancements• Train users in best practices and new features• Develop and maintain technical and administrative documentation• Manage Tier 2 and 3 support requests and defect/enhancement tickets through their lifecycles• Escalate support and work requests to internal teams and third-party vendors• Oversee regular and emergency system updates and upgrades• Document and maintain awareness of patterns of business activity across business units• Create and maintain process flow diagrams representing various application support processes• Manage configuration and maintenance tasks to ensure seamless delivery of services• Assist in project development, testing, and implementation of administrative systems

Actively participate in rollout and maintenance of Salesforce and associated applications. Participate in requirements collection, develop pilot sites, test functionality, train users and developing documentation.Involved in selecting, testing and implementing a wide range of technologies used in program set up and delivery.Work with team members and other departments to develop, implement and document best practices for innovative new technologies