IT Product Manager Salesforce Support

Title\: IT Product Manager Salesforce Support

Location:  Mississauga, ON (Hybrid)

Who We Are

Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, and Tara Energy.

Your Opportunity:

The IT Product Manager plays an integral role in our strategic and operational capability at Just Energy.  The Product Manager works as part of the Solution Delivery team and is responsible for the overall support & management of IT applications under their portfolio. The Product Manager will lead a team of Production Support Analysts, and act as liaisons to the business stakeholders to provide information on IT capabilities within their applications. This role provides opportunities to gain exposure to many areas of Just Energy's business and develop a broad-based experience that prepares them for a variety of growth-oriented roles within the company. Strong leadership, analytical skills, initiative, and teamwork are rewarded with opportunities for advancement, increased responsibility.

 Key Accountablities:

• Accountable to the Product Management leadership and communicating with business partners and stakeholders.
• Lead a team of offshore Production Support Analysts to manage day-to-day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages.
• Help manage and support applications built on Salesforce platform along with critical sales and business-related applications.
• Work with Product teams to prioritize enhancements on recurring issues.
• Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives.
• Implement continuous process improvement, including but not limited to policy, problem resolution procedures, and production monitoring.
• Take proactive steps to create and enhance tools and reports to help monitor, manage and report on the day to day.
• Develop, maintain, and strengthen effective relationships with business and IT stakeholders.
• Perform after-hours health checks and troubleshooting as needed and ability to stay on-call on a rotational basis.
• This position requires availability over the weekend and during evening hours. Successful candidate should be available to work occasionally on Weekdays and Weekends and shifts of 1PM – 9PM.
• Create, maintain and execute test plans that ensure tools or software packages function correctly before they are released into production. Strengthen the use of AI to automate monitoring and production testing suites.
• Help facilitate planned or unplanned system outages varying in purposes.
• Remain flexible with multiple shifting priorities and effectively function under deadlines with minimal supervision.
• Lead, manage and collaborate with cross-functional teams, business partners and stakeholders for the advancement of the product.
• Collaborate extensively with DevOps teams, providing leadership and ensuring the teams are aligned around similar goals and objectives.
• Possess a fundamental understanding of end-to-end customer experience integration and dependencies.

Your background includes:

• Minimum 5 years' experience in Application Support with experience in leading a team (preferably globally distributed teams); with 3-5 years of experience working in Salesforce environment.

• Undergraduate degree - preferably of technical, computer science, or engineering orientation.

• Hands-on experience working with the Salesforce ecosystem including knowledge of Sales Cloud, Service Cloud, and Lightning UI. Salesforce administrator certification would be a definite asset.
• Hands-on experience using Salesforce products to develop client or business solutions – configuring Salesforce CRM products, modifying screens, changing workflows, validation rules, security controls, data analysis, and reporting.
• Hands-on experience in Salesforce object structure, security model, profiles and roles, fields, record types, page layouts, validation rules, triggers, and knowledge management.
• Expertise with relational databases, specifically experience working with SQL.
• Proven effectiveness at managing multiple tasks of varying complexities, meeting tight deadlines, and working well under pressure.
• Ability to create optimal solutions to complex business problems.
• Experience in the Retail Energy industry is a definite asset, with understanding of retail energy industry-specific systems including CRM, Customer Experience Suite, Billing etc.

Benefits:

 Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience.  The company also provides a number of cost-free, self-development courses for those that wish to build on their skills and competencies. In addition, a variety of awards offer another opportunity to recognize and reward employees. 

We offer:

• Competitive compensation
• Performance based bonuses
• Comprehensive benefits package
• Hybrid Working Model
• Health and wellbeing tools and resources and more…

Just Energy and its subsidiaries are an equal opportunity employer.  We are committed to building a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace. We invite all interested individuals to apply.

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