Enterprise Technology Solutions Manager

Job Type

Full-time

Description

Position Description

The Enterprise Technology Solutions Manager serves as Rx-360's internal owner for enterprise applications and technology-enabled business solutions. This role partners with business leaders to understand operational needs, evaluate technology-agnostic options, steward the application portfolio, and ensure that approved solutions are secure, reliable, documented, supportable, and aligned with organizational priorities. The role is accountable for solution lifecycle planning, day-to-day service, controlled change, integration continuity, data quality, user support, vendor delivery, and measurable business outcomes.

This is an in-person hybrid position based in Philadelphia, Pennsylvania. This role requires an experienced, self-directed enterprise technology professional who can translate business needs into sustainable solutions while independently administering Rx-360's current Salesforce environment. Salesforce remains a critical near-term responsibility, supporting membership, audit scheduling and execution, licensing, CAPA, finance-related activities, member engagement, and leadership reporting. The Manager will also help assess Salesforce's long-term fit, evaluate platform and product alternatives, and support an orderly remediation, modernization, or migration strategy as organizational needs evolve. Advanced development, architecture, migration execution, and specialized security work may be performed by approved partners, while this role remains accountable for internal ownership, requirements, quality, continuity, documentation, and business readiness.

Responsibilities/Duties

Enterprise Technology Solutions and Applications

Technology portfolio and lifecycle management: Maintain an authoritative inventory of enterprise applications, capabilities, business owners, integrations, data flows, administrators, service accounts, vendors, licenses, costs, renewal dates, support models, risks, technical dependencies, and lifecycle status. Identify redundancy, obsolescence, fragility, and opportunities to simplify or modernize the portfolio.

Operational monitoring and reconciliation: Establish practical monitoring for form submissions, document generation, scheduled jobs, automated communications, integrations, and other critical transactions. Define alerts, exception queues, reconciliation routines, support ownership, and escalation paths.

Formstack: Administer approved Forms, Documents, and Sign processes; maintain packages, connections, authentication, templates, mappings, and document-generation dependencies; troubleshoot submission, lookup, merge, and signature failures; reconcile transactions; coordinate support cases; and validate licensing, audit, and operational outputs.

Maestro: Coordinate application access, seats, subscriptions, user support, vendor communication, and basic administration for approved Maestro capabilities.

Microsoft 365: Provide basic coordination and support for Teams, SharePoint, Outlook, and related collaboration practices, including access, document location, and operational handoffs. Escalate tenant-level or advanced infrastructure matters to the appropriate provider.

Salesforce-connected solutions: Administer or coordinate approved Experience Cloud communities, surveys, automation, email and calendar capture, AI capabilities, AuditsPLUS, Formstack, and other connected applications. Maintain integration ownership, API and authentication methods, service accounts, support contacts, data flows, failure monitoring, and upgrade requirements.

Technology Program and Project Coordination

Discovery and requirements: Facilitate focused discussions with business process owners to clarify problems, outcomes, constraints, users, data, risks, and acceptance criteria. Produce clear business requirements, user stories, process maps, fit-gap assessments, and decision records.

Planning and prioritization: Maintain initiative status, milestones, dependencies, risks, issues, decisions, and next steps. Help prepare work for portfolio review and ensure active work has a named business owner and agreed priority.

Testing and release coordination: Create risk-based positive, negative, regression, security, and exception test scenarios; coordinate user acceptance testing; collect evidence and approvals; confirm release and rollback plans; schedule deployments; and perform post-production validation and transaction reconciliation.

Solution lifecycle and transition: Support work from discovery and solution selection through design, configuration, integration, data preparation, testing, deployment, training, adoption, and post-launch support. Maintain traceability from requirements through acceptance and support remediation, modernization, consolidation, or migration initiatives when approved.

Change control: Serve as the control point for production changes. Ensure changes are impact-assessed, authorized, documented, tested, communicated, traceable to approved requirements, supported by a rollback or contingency approach, and closed only after validation. Maintain release notes, change logs, approvals, and implementation evidence.

Status reporting: Prepare concise project and portfolio updates for leadership and cross-functional review, highlighting accomplishments, upcoming milestones, decisions needed, risks, budget considerations, and vendor dependencies.

Post-implementation review: Confirm expected outcomes, collect user feedback, document lessons learned, and track follow-up actions after significant releases or incident resolution.

Vendor, License, and Service Coordination

Vendor management: Coordinate day-to-day work with Salesforce, implementation and support partners, Formstack, Maestro, and other approved vendors. Maintain support cases, meeting notes, action items, deliverables, and escalation paths.

Scope and quality: Help review statements of work, estimates, assumptions, acceptance criteria, and deliverables. Track vendor performance and confirm work is tested and accepted before closure.

License stewardship: Monitor license assignment and utilization, support renewals and budget planning, identify unused or duplicate subscriptions, and recommend practical optimization opportunities.

Vendor accountability: Ensure vendor access and work are tied to an approved initiative and active scope. Track remaining hours, deliverables, assumptions, risks, acceptance evidence, renewal or notice dates, and knowledge-transfer obligations.

Continuity and security: Eliminate dependence on individual employee or vendor accounts by maintaining Rx-360-controlled administrative identities, designated backups, secure credential custody, documented ownership and transfer procedures, current notification contacts, and tested operational handoffs.

Salesforce Administration and Platform Support

User, access, and authentication administration: Create and maintain users; manage multifactor authentication, passkeys or hardware security keys, connected-app access, profiles, role permissions, permission-set groups, and application licenses using least privilege principles. Maintain joiner, mover, leaver, privileged-access, vendor-access, and periodic access-review controls.

Declarative configuration: Maintain approved objects, fields, page layouts, record types, list views, reports, dashboards, queues, validation rules, Flows, and other declarative configuration. Troubleshoot issues, assess downstream effects, and escalate complex development or architecture decisions when appropriate.

Solution analysis: Apply knowledge of Salesforce capabilities and limitations to assess fit, identify gaps, and recommend configuration-first solutions. Document impacts to the data model, automation, access, integrations, reporting, and user experience.

Core business processes: Support and document Salesforce processes and objects used for audit requests, audit scheduling and execution, audit roles, licensing, CAPA, accounts, contacts, membership, member communities, finance-related notifications, and associated reporting and operational workflows.

Data governance and quality: Establish monitoring for duplicate, incomplete, inconsistent, and orphaned records; identify root causes; coordinate controlled corrections, imports, and exports; and partner with business data owners on definitions, stewardship, matching rules, prevention controls, and measurable data-quality standards.

Support and incident response: Serve as the first point of contact for Salesforce and connected-application issues. Triage and document incidents, preserve evidence, assess affected processes and data, coordinate containment and vendor escalation, communicate status, reconcile failed or incomplete transactions, confirm restoration with affected users, and lead post-incident corrective actions.

Environment and release management: Own sandbox strategy and administration, refresh planning, representative test-data preparation, deployment sequencing, release readiness, rollback planning, production validation, and release records in accordance with Rx-360 change-control standards.

Integration and API governance: Monitor integration users, API consumption and versions, SOAP and REST dependencies, authentication methods, certificates and tokens, connected or external client applications, and vendor deprecation notices. Coordinate timely remediation before service disruption.

Documentation, Training, and Business Partnership

Operational documentation: Create and maintain current-state architecture diagrams, business-process maps, technical dependency and data-flow maps, configuration inventories, data dictionaries, runbooks, troubleshooting guides, scheduled-job records, release procedures, recovery steps, and administrative job aids for critical processes.

Training and adoption: Develop practical job aids and deliver onboarding, refresher training, and targeted coaching so users can complete their work accurately and consistently.

Business partnership: Build productive relationships across membership, audit, licensing, finance, quality, operations, and other functions. Translate between business users and technical partners in clear, accessible language.

Solution evaluation and continuous improvement: Identify recurring manual work, control gaps, user pain points, and emerging needs. Evaluate process changes, configuration, automation, commercial platforms, and other technology options without presuming a specific product. Develop fit-gap analysis, total-cost and risk considerations, implementation dependencies, and recommendations aligned with Rx-360 priorities.

Requirements

Education: Bachelor's degree in management information systems, computer information systems, computer science, information technology, software engineering, business analytics, business administration, project management, operations, or a related field, or an equivalent combination of education, Salesforce credentials, and relevant experience.

Experience: Three to five years of relevant experience, including at least two years of substantive hands-on Salesforce administration or implementation responsibility in a production environment. Experience should include business systems analysis, SaaS application support, incident management, vendor coordination, controlled releases, and ownership of cross-functional technology work.

Salesforce capability: Demonstrated ability to administer Salesforce independently, including declarative configuration, Flow, user and permission administration, reports and dashboards, data management, sandbox and release practices, connected applications, integration troubleshooting, testing, deployment, and user adoption. Ability to stabilize and document a mature, customized environment while contributing objectively to future-platform evaluation is required. Experience supporting Experience Cloud and business-critical operational workflows is strongly preferred.

Project coordination: Experience gathering requirements, documenting processes, organizing testing, tracking actions and risks, supporting releases, and communicating status to business stakeholders.

Enterprise technology capability: Experience evaluating, implementing, administering, and improving cloud business applications across their lifecycle. Demonstrated ability to compare solution options, understand integration and data implications, coordinate vendors or support teams, and resolve user-impacting issues without being tied to a single technology platform.

Preferred Qualifications

• Salesforce Certified Administrator credential at hire, or equivalent demonstrated expertise with a requirement to obtain the credential within 90 days.
• Salesforce Certified Business Analyst credential, or interest in obtaining it as part of the role's development plan.
• Experience with Formstack Forms, Documents, or Sign; Microsoft 365, Teams, or SharePoint; Maestro; Salesforce Experience Cloud; survey tools; workflow automation; or reporting and analytics tools.
• Experience applying Agile, hybrid, product-management, or PMO practices to cross-functional tech