About the role
About this Position:
Manage the Salesforce Service Cloud application, including incident and change management, user support, development team coordination, enhancements, releases, security and compliance, while ensuring system performance and SLA adherence
What you’ll do:
- Responsible for the incident and changing management process
- Act as application manager Service cloud
- Responsible for Level1 user support; escalation to L2
- Handle service requests and lead and manage the Henkel Salesforce Service cloud Product (Developers) team
- Implement enhancements and process changes and act as release/deployment manager
- Responsible for the IT security and compliance (Access control concept, back up strategy, etc)
- Ensure service level agreements (SLAs) are met and monitor performance metrics