IT Project Manager/Administrator

Role Purpose You will be responsible for the day-to-day Administration, governance, user support, and continuous improvement of the Salesforce-based platform. This role acts as the primary interface between the Customer Technology, Customer Experience And other business stakeholders. The tool is typically used to: Access customer experience knowledge articles and documentation. Support customer service and issue resolution activities. Manage customer cases, enquiries, and support-related workflows through Salesforce. Key Responsibilities Tool Administration Manage user access, permissions, roles, and security controls. Maintain system configuration and master data integrity. Monitor system performance, data quality, and usage metrics. Coordinate defect resolution and enhancement requests. Support testing, release management, and deployment activities. Ensure compliance with company policies and governance requirements. Act as a single point of contact Customer technology & Customer Experience Liaison Serve as the primary point of contact between CT, CE, business users, and technical teams. Gather and prioritise business requirements and feedback. Facilitate alignment between regional and global stakeholders. Communicate system updates, changes, and roadmap developments. Escalate critical issues and coordinate in a timely way. resolution. Facilitate regular meetings between CT and CE teams to review progress, challenges, and improvement opportunities. Change Management & Adoption Drive user adoption and maximise business value from the CED tool. Develop training materials, guides, and standard operating procedures. Conduct user training sessions and workshops. Promote best practices and consistent usage across teams. Monitor adoption KPIs and recommend improvement actions. Governance & Process Management Establish and maintain governance processes. Ensure data standards and business processes are followed consistently. Support audits and compliance activities. Maintain process documentation and knowledge repositories. Reporting & Analytics Produce adoption, performance, and operational reports. Analyse user feedback and system utilisation trends. Provide recommendations for process optimisation and enhanced user experience. Required Skills & Experience Technical Skills Experience administering business applications or enterprise platforms. Understanding of user access management and data governance. Experience with reporting and analytics tools. Ability to troubleshoot system and process issues. Business Skills Strong stakeholder management and communication skills. Experience working across cross-functional and global teams. Strong organisational and project coordination abilities. Experience in change management and user enablement. Personal Attributes Customer-focused and proactive. Strong problem-solving and analytical skills. Ability to influence stakeholders without direct authority. Detail-oriented with excellent follow-through. Comfortable operating in a fast-paced, evolving environment. Success Measures Successful deployment and adoption of the new CED tool. High user satisfaction and engagement. Improved data quality and process compliance. Timely resolution of user issues and enhancement requests. Effective collaboration between CT, CE, IT, and business stakeholders. Achievement of defined business and operational KPIs. This role is critical to ensuring the new tool is Effectively governed, supported, adopted, and continuously improved while Maintaining strong alignment between CT, CE, and business objectives. Hays Poland sp. z o.o. jest agencją zatrudnienia zarejestrowaną w rejestrze prowadzonym przez Marszałka Województwa Mazowieckiego pod numerem 361.