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Salesforce Support Lead in Braintree, MA at Voya

Date Posted: 3/27/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Braintree, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/27/2019

Job Description

As part of the application process, a candidate account is required to log in and view application(s).  Please be sure to check email regularly for information regarding our employment process.

Profile Summary:

The Salesforce Support Lead supports the IT Manager and interfaces with the Suppliers application support team to provide oversight of the application support model for Salesforce, ensuring delivery within the boundaries of the managed services contract and Voya established standards. The role assures the appropriate partnership between application maintenance, QA, Release Management, application development, infrastructure and architecture.  The Salesforce Support Lead governs the Application Maintenance charter and holds the vendor accountable to meeting the charter SLA’s and processes.

Profile Description:

  • Governs supplier delivery and execution of day to day work, and enforcement of defined processes, SLA’s and  reporting for the Salesforce application
  • Assists with governance of Service Improvement Plans, Risk/Issues, and other related processes.
  • Escalates delivery issues to the IT Manager
  • Set up and installation of Salesforce systems components
  • Partner with Salesforce Tech Consultant to govern the overall end-to-end delivery of the solution set
  • Governs Incident Management and root cause analysis, technical issues, problem resolution and suggests improvement plans
  • Ensures system documentation it is up to standard
  • Identifies business value and cost for business and IT partners
  • Conducts reviews and ensures Voya standards for infrastructure, security, architecture and design are met
  • Reviews performance results and suggests change requests to improve performance, as needed
  • Partners with Tech Consultant to govern the overall end-to-end delivery of the solutions
  • Guides supplier to identify data needs, including access, security, quality and maintenance requirements.  Influences and clearly relates technical alternatives to business objectives, using effective communications with customers and stakeholders

Knowledge & Experience:

  • 3-5 years of experience working with/around Salesforce
  • Senior level resource with 5+ years in financial services or insurance industry ,
  • Bachelor’s Degree or equivalent in Computer Science, MIS, Engineering or a directly related field.
  • Candidate should have experience in Salesforce functionality, technology, implementation, and development methodology.
  • Six years of complex (multi-tiered) software development experience including two years of leadership experience
  • Proven ability in one or more programming languages and development tools
  • Proven ability of structure analysis and technical design techniques, database and file access methods.
  • Proven ability of web and mainframe development, OO programming experience, including Java and C++, experience in developing NT, Unit, and/or Window based applications.
  • Ability to embrace, adapt and lead through change, fosters effective partnerships, and drive effective collaboration with peers and vendor resources. 
  • Ensures  best practices for coding, architecture, SLDC and security across all teams with accountability for the quality of internal and external applications delivering work directly and  through others to deliver technology solutions


Required Skills:

  • Supplier governance experience
  • Issue resolution/problem solving/root cause analysis skills
  • Performance review and improvement opportunity identification
  • Remediation/improvement plan definition and management
  • Able to maintain technical documentation and configuration management data
  • Able to understand Voya’s standards for architecture, security, infrastructure and solution design/development
  • Able to review the quality/compliance of developed solutions for production acceptance.
  • Programming language and development tool experience
  • Applicable platform experience
  • Application, infrastructure and security design experience
  • Able to review/understand vendor performance outcomes (SLAs)
  • Understanding of application/service monitoring methods
  • Ability to work with supplier resources
  • Ability to define and manage outcomes via established SLAs

Critical Skills:


At Voya, we have identified the following critical skills which are key to success in our culture: 

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

#LI-NP1

Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture: 

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills.

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