{"id":1923950,"url":"https://alion.io/job/csc-citizen-it-operations-manager","title":"Citizen IT Operations Manager","company":{"id":20296,"name":"CSC","domain":"cscglobal.com","url":"https://alion.io/company/csc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":90,"open_postings":36,"ghost_share":0,"stale_share":0.389,"repost_share":0.028,"time_to_fill_p50_days":58,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wilmington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":62000,"max_usd":116000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1960},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Power Automate","optional":false},{"name":"Power BI","optional":false},{"name":"Python","optional":false}],"status":"live","first_seen_at":"2026-10-05T18:59:47Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-24T22:09:39Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Citizen IT Operations Manager\nWilmington, DE\nMonday - Friday 8:00 am - 5:00 pm\nHybrid (3-days onsite)\nThe Citizen IT Operations Manager is part of the CLS Service organization that leads a team of Business Analysts to support and develop applications for communicating with clients and managing workloads and workflows. Requests come from business partners to modify the Salesforce Service and PEGA applications through configuration changes.Requests require a configuration or non-code change that can be handled by the Citizen IT team. These requests may include user setups and role modifications, the development of an application, reporting and dashboard creation, user troubleshooting, chatter and mobile support, training and change management, or other requests.\nSome of the things you will be doing:\nLead Salesforce Business Analysts/Admins\nPartner with Salesforce Development Team on SDLC and Production Support\nEnforce tools, processes, and automation that maintain integrity and streamline quality of data within Salesforce and other systems.\nUncover and review actionable, data-driven insights with service management that drive informed decisions, improve the sales process, and fuel revenue growth.\nWork closely with Service Leadership to drive productivity and reporting/analytics. Aid in Build or Buy Decisions \nBuild and cultivate strong relationships with key stakeholders, built on trust, transparency and communication. \nCreate an inspiring team environment with an open communication culture\nDevelop key performance indicators and set clear team goals\nDelegate tasks effectively and set deadlines\nOversee day-to-day operations\nMonitor team performance and conduct performance reviews\nEnsure the highest levels of productivity, service, and client satisfaction levels\nAid in management and procedures with Worklists and Work Assignment Management\nDocument and follow up on issues identified.\nManage relationships with stakeholders to achieve project goals and provide continued best practice support to leaders to ensure successful adoption of the Salesforce solutions.\nPerform continued evaluations of end users’ system adoption and work with end users to leverage platform functionality.\nKnowledge and best practice sharing: report metrics, benefits and issues back to the CLS organization.\nWhat qualifications, education, and experience do you need?\n3-5 years of Salesforce administration experienceSalesforce Certified Administrator or Platform App Builder Certification(s) required. \nExperience with Service Cloud preferred. \n\n2-3 years managing a team of Business Analysts in a Salesforce environment\nExperience with Python, Power Automate and Power BI is preferred \nSelf-starter with the ability to manage own workload and adjust priorities to work efficiently and meet deadlines.\nDeep analytical skills and understanding of Service Operations.\nExperience creating process improvements for Call Center and Account Management Teams\nExperience leading cross-functional teams. \nUnderstanding of Agile working practices\nProven record of successful relationship management with business and technology teams\nAbility to manage and prioritize several project responsibilities\nExcellent written and verbal communication skills \nExcellent 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