Job Details

We are currently looking for a high-energy, self-managed associate technical program manager with knowledge of Tableau data visualizations and IT Service Management best practices found in ITIL as well as a passion for data directed investigation, process operations excellence, and continual improvement for our BT operational processes and associated initiatives.

The ideal candidate has a meticulous mindset with the ability to act as an adviser and partner with multiple domain service managers, while working cross functionally with product owners and business partners alike. The candidate must be tireless in their focus on operational IT process quality, data directed investigation, and continual improvement, partnering across multiple process disciplines to cover needs and to step in and get their hands dirty as the opportunity often arises. This role combines the creative process of driving operational reporting programs, metrics and dashboard development, enabling partners with quality data to aid decision making, and providing deep data investigation aiding the identification of quality improvement opportunities.


Organization Overview:
Business Technology blazes the trail of enterprise IT. Built on the foundation of our core values - Trust, Customer Success, Equality, and Innovation - we own more than the traditional IT components with a heavy focus on working closely with our business partners for amazing outcomes. Our goal is to deliver technology that is centered around our business and our collective success. We oversee technology strategy, Salesforce on Salesforce, customer and partner enablement, applications engineering, infrastructure, collaboration, enterprise operations, architecture, and program enablement. We own the world’s foremost Salesforce implementation and enable our global Ohana to do their best work by leveraging our platform.

About the Role
Salesforce is seeking an experienced IT Technical Program Manager to enable transformational IT Service Management (ITSM) programs, with a primary focus on delivering data solutions for ITIL based Incident and Problem Management processes, managing operational reporting programs, as well as presentation and facilitation to executives. This will be done leveraging Tableau based visualizations, trend analysis, metrics definition, and dashboard build out. This seasoned IT professional will manage the execution and improvement of key operational processes, as well as the delivery of enterprise-wide Tableau based IT operations reporting solutions. In this role, you will work closely with the IT Process Operations, Application Development, Platform Ops, Infrastructure, Vendors, Security, Support and other internal groups to manage the project(s) from initiation through execution or delivery. This seasoned IT professional will have a broad technical background, Tableau skills to build business focused and process enabling dashboards, and experience with IT Service Management operations, IT Infrastructure, Applications, and Software Development.

Your Impact

• Enable cross functional improvement of ITSM process operations (based on ITIL), focused on data directed inputs to Problem Management and associated RCA capabilities, ensuring end to end quality and ongoing continual improvement.
• Facilitate operational reporting programs for stakeholders along with ongoing expansion and associated continual improvement
• Build business enabling Tableau based visualizations and dashboards leveraging data from multiple source systems
• Participate in the successful implementation and continual improvement of large scale, transformative IT operations programs, leveraging industry best practices (ITIL, Agile, Lean, DevOps)
• Partner on data and reporting focused IT transformation initiatives by participating in the definition of program goals, success criteria, scope, and governance
• Contribute to the definition of effective program management processes, structure, roles and responsibilities to the successful execution and delivery of business needs
• Effectively remove blockers and mitigate project risks maximizing team productivity and ensuring delivery
• Work with others in industry best practices and associate implementation

Minimum Qualifications

• 2+ years Tableau visualization and dashboard development
• 1-3 years of program and/or project management or related operational experience in an enterprise IT application development / IT infrastructure environment
• 1-3 years of IT Service Management and ITIL related process experience, as well as experience with other enabling industry best practices (DevOps, Agile, Lean)
• Successfully participated in enterprise-level cross-functional best practice based process programs (Problem/RCA, Change, Release, Incident, Disaster Recovery)
• Strong process focus and overall business acumen and familiarity with broad range of business processes beyond those impacted project
• Demonstrate experience in all aspects of Project Management methodology
• Experience with Applications, Software development and IT Infrastructure practices
• Ability to drive work independently, identifying solutions, and moving them to implementation
• Develops, maintains, and strengthens partnerships with others inside and outside the project team who direct strategy and provide requirements
• Contribute to the team's initiatives to meet defined goals.
• Seek opportunities to be mentored and to mentor others.
• Be flexible to learn new technologies and tools.

Preferred Qualification

• ITIL certification
• Tableau certification or familiarity with data reporting tools (such as Tableau) and working with data to define/build/use metrics and dashboards
• Project Management Professional (PMP) certification or prior Program Management experience
• Any bachelor's degree in IT/Engineering (B.Tech/B.E/MCA/M.Sc(CS/IT)) or similar field as standard requirement