Mindlance
Detailed List of Job Duties and Responsibilities:
Evaluate business processes, anticipate requirements, and translate agency policies, rules, and needs into clear technical specifications.
Provide
change management support
for system adoption, including user communications, role-based training, and development of knowledge base content. Support
service delivery operations
by triaging tickets, monitoring SLA performance, and ensuring consistent quality of incident resolution and enhancement delivery. Oversee implementation management activities, including minor enhancements, vendor patches, regression testing, and user acceptance testing. Document requirements specifications using standard templates and processes. Conduct integration and user testing to support quality assurance and change management. Deliver application training to ensure end users fully understand system functionality and can leverage Salesforce’s self-service reporting capabilities. Provide Level II production support, escalating to vendors only when necessary. Collaborate with the Support Governance Committee to triage enhancement vs. support requests and analyze service trends for continuous improvement. Manage change management issues related to new development requests and facilitate adoption across diverse stakeholder groups. Preferred Knowledge, Skills, and Abilities
A minimum of 5 years’ experience in business analysis, IT service delivery, or system implementation, with strong knowledge of analysis and design standards. Experience in
change management
and demonstrated ability to increase user adoption of new systems. Working knowledge of Salesforce workflows, reports/dashboards, and admin configuration highly desirable. Familiarity with ITIL or similar service management frameworks a plus. Experience with Jira or equivalent agile project management tools; ability to create tickets and run standard reports. Strong facilitation and communication skills, with the ability to engage diverse stakeholders. Proven track record of delivering clear, high-quality requirements that support scalable and maintainable solutions. Strong competency in Microsoft applications such as Excel, Visio, and Teams. Demonstrated ability to manage multiple priorities in a fast-paced environment while providing leadership to project teams. Highly analytical, self-motivated, and capable of independently identifying issues, documenting findings, and recommending solutions. Education and Certifications
Bachelor’s degree in Information Systems, Business Administration, or related field, or equivalent work experience. PMP, IIBA, and/or Prosci Change Management Certification preferred. Salesforce System Administrator certification highly desirable. EEO:- Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans
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change management support
for system adoption, including user communications, role-based training, and development of knowledge base content. Support
service delivery operations
by triaging tickets, monitoring SLA performance, and ensuring consistent quality of incident resolution and enhancement delivery. Oversee implementation management activities, including minor enhancements, vendor patches, regression testing, and user acceptance testing. Document requirements specifications using standard templates and processes. Conduct integration and user testing to support quality assurance and change management. Deliver application training to ensure end users fully understand system functionality and can leverage Salesforce’s self-service reporting capabilities. Provide Level II production support, escalating to vendors only when necessary. Collaborate with the Support Governance Committee to triage enhancement vs. support requests and analyze service trends for continuous improvement. Manage change management issues related to new development requests and facilitate adoption across diverse stakeholder groups. Preferred Knowledge, Skills, and Abilities
A minimum of 5 years’ experience in business analysis, IT service delivery, or system implementation, with strong knowledge of analysis and design standards. Experience in
change management
and demonstrated ability to increase user adoption of new systems. Working knowledge of Salesforce workflows, reports/dashboards, and admin configuration highly desirable. Familiarity with ITIL or similar service management frameworks a plus. Experience with Jira or equivalent agile project management tools; ability to create tickets and run standard reports. Strong facilitation and communication skills, with the ability to engage diverse stakeholders. Proven track record of delivering clear, high-quality requirements that support scalable and maintainable solutions. Strong competency in Microsoft applications such as Excel, Visio, and Teams. Demonstrated ability to manage multiple priorities in a fast-paced environment while providing leadership to project teams. Highly analytical, self-motivated, and capable of independently identifying issues, documenting findings, and recommending solutions. Education and Certifications
Bachelor’s degree in Information Systems, Business Administration, or related field, or equivalent work experience. PMP, IIBA, and/or Prosci Change Management Certification preferred. Salesforce System Administrator certification highly desirable. EEO:- Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans
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