Senior Role: 7–10 years of experience required in application support, clinical systems, or technical operations within a regulated environment.Salesforce Service Cloud Implementation (Primary Initiative) This role will take primary ownership of the end-to‑end implementation of Salesforce Service Cloud as the organisation's new incident and support management platform.This is a business‑critical programme requiring senior‑level leadership.
Responsibilities
Lead requirements definition, configuration, and deployment of Salesforce Service Cloud for Atom5™ support operations
Design incident categories, case routing logic, escalation workflows, and SLA rule sets within Salesforce
Partner with IT, Salesforce administrators, and vendors to deliver a production‑ready, validated platform
Manage data migration from legacy ticketing systems, ensuring integrity and traceability throughout
Define acceptance criteria, lead UAT, and sign off on readiness for go‑live
Develop training materials and lead onboarding of support staff and stakeholders to the new platform
Qualifications
Required Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
7–10 years of experience in application support, clinical systems, technical operations, or a closely related discipline
Proven track record of owning and delivering complex system implementations or support transformation programmes
Hands‑on Salesforce experience — Service Cloud configuration, case management, workflow automation, or administration
Demonstrable senior‑level stakeholder management across technical and business functions in a global environment
Strong troubleshooting and root cause analysis skills, with experience implementing lasting corrective measures
Excellent written and verbal communication; ability to produce executive‑level documentation and reporting
Required Skills
Must‑Have Hard Skills
Salesforce Service Cloud — configuration, implementation & administration
Incident & Problem Management (ITIL‑aligned preferred)
SLA Governance & KPI Reporting
Root Cause Analysis & Corrective Action (CAPA)
JIRA Administration & Agile Workflow Management
SOP, KBA & Compliance Documentation Development
User Account Lifecycle & Access Control Management
Must‑Have Soft Skills
Senior Stakeholder Management & Executive Communication
Structured Problem Solving & Independent Decision Making
Leadership & Mentoring of Support Teams
Ownership, Accountability & Delivery Under Pressure
Cross‑Functional Influence Without Formal Authority
Attention to Detail in a Regulated Environment
Adaptability & Comfort with Organisational Change
Preferred Skills
Good‑to‑Have Hard Skills
eCOA / Clinical Trial Platform Knowledge
GCP & 21 CFR Part 11 Compliance Frameworks
API & Data Integration Experience
Clinical Data Pipeline Monitoring
Workflow Automation & Low‑Code Tooling
UAT Planning & Sign‑Off
Salesforce CRM or Experience Cloud exposure
Good‑to‑Have Soft Skills
Continuous Improvement & Lean Thinking
Proactive Risk Identification & Escalation
Learning Agility in Fast‑Evolving Platforms
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