Principal Application Development

Job Title
Service Cloud Product Owner -

Purpose
The Service Cloud Product Owner will focus on maximizing the value of the service cloud module inside of our CRM environment. This role is responsible for ensuring efficient case management, seamless integration with support systems like telephony and ServiceNow, and maintaining the reliability of webform submissions from Formstack. The specialist will work closely with cross-functional teams to streamline workflows, improve service delivery, and ensure consistent and high-quality customer experience.

*Accountabilities:
Key Duties and Responsibilities*

• Configure and manage Salesforce Service Cloud features
• Operate as technical lead on Service Cloud related projects guiding the technical direction
• Ensure reliability of the Service Cloud product for CONMED's user base
• Own and manage product backlog
• Deliver workflow and functionality within alignment of solution design

*Activities:*

• Daily collaboration with technical core team
• Provides real-time clarification on user stories and requirements.
• Works closely with developers, testers, UX designers, and architects
• Prioritizes work based on business value, technical feasibility, and dependencies
• Help with mockups, wireframes, or reviewing prototypes
• Participates in UAT (User Acceptance Testing) or exploratory testing
• Newly released features aligned to CONMED roadmap
• Manage fixes and enhancements through overall environment (includes Production and Sandbox environments)
• Manages data accessibility and restrictions on user accounts to ensure proper level of security.
• Ensure you are following all IT related procedures with relation to Change Management, Security, Administration
• Contribute to the requirements gathering process with IT Business Partners and our end users.
• Continuously review industry standards, best practices and the evolution of the platform to keep CONMED up to current standards.
• Work with peers to appropriately coordinate and communicate activities in alignment with overall company and IT mission, vision, and values
• Coordinate the evaluation, scope and completion of new development requests
• Reviewing and validating ServiceNow tickets to ensure accurate solution is provided.
• Manage all administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks (included form connector)
• Troubleshooting and resolving issues related to case routing, agent availability, and system integrations.
• Documenting system configurations, troubleshooting steps, and process flows.

*Soft Skills*

• Analytical Thinking – Ability to diagnose and resolve complex issues.
• Attention to Detail – Ensures accuracy in configurations and data flows.
• Effective Communication – Can explain technical concepts clearly to various stakeholders.
• Team Collaboration – Works well with support, development, and business teams.
• Problem Solving – Proactively identifies and addresses system and process challenges.
• Time Management – Handles multiple priorities efficiently.
• Customer Focus – Understands the impact of support operations on customer satisfaction.

*MINIMUM REQUIREMENTS
Education*

• Bachelor's degree in IT or related field.
• Certified Salesforce Specialist

*Experience*

• Minimum 3 to 7 years of hands-on experience with Salesforce.

*Other Attributes*

• Minimum 3 years of hands-on experience with Salesforce.
• Experience in development associated with Lightning
• Strong understanding of the platform with the ability to build custom apps and objects, formula fields, workflows, custom views and other content of comparable complexity
• Strong data management abilities
• Strong understanding of best practices and capabilities
• Organizational and time management skills
• Project management skills

*Experience
PREFERRED REQUIREMENTS*

• Experience on Service Cloud.
• Experience integrating Salesforce with phone systems (e.g., CTI, Genesys).
• Experience with Formstack and Salesforce webform integrations.

*Other Attributes*

• Familiarity with ServiceNow ticketing workflows.
• Strong understanding of case lifecycle, queue management, and Omni-Channel setup.

*ADA Disclosure:*
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.