Open to opportunities

Lucas User

@lucas-aussie

I’m a Business Systems and Salesforce operations leader who rebuilds fragmented workflows into AI automation and trusted data.

Australia

Message

What I'm looking for

I’m looking to own end-to-end business operations and Salesforce systems, ship AI-driven automation, and improve data quality—partnering with executives to turn roadmaps into delivery while measuring success by faster turnaround, lower cost, and cleaner reporting.

I walk into manual, fragmented operations, map how each team works, and rebuild them as systems and automation that hold up. Over seven years across SaaS logistics, NDIS healthcare and financial services, I’ve moved from Salesforce administrator work into owning company-wide improvement and automation backlogs.

At Shippit, I run a standing improvement function—discover with each team, define roadmaps and deliverables with stakeholders, and ship continuously across Commercial, Marketing, Customer, Finance, Implementation and Shipping. I lead teams across the CRM platform, automation, data and internal IT, and I’m hands-on enough to build the AI tools, automations and integrations behind the work.

I focus on practical, high-return change: I build AI connectors (including Model Context Protocol servers via Claude) so staff can query and update Salesforce and NetSuite in plain English, replacing slow report-building and manual record lookups. I also measure success by faster delivery, lower cost and cleaner data—supported by work like consolidating software spend and running large-scale data clean-up so reporting and forecasting can finally be trusted.

I bring systems discipline to execution, from Salesforce Flow, Einstein and (light) scripting to SOC 2 aligned IT operations. I’ve rebuilt onboarding into automated, stage-based workflows, replaced third-party lead-routing with built-in automation, and rolled out phone, video and AI tools across customer-facing teams to improve visibility of customer and commercial activity.

Experience

Work history, roles, and key accomplishments

Current

Business Systems Manager

Current

Shippit

Mar 2026 - Present (3 months)

Owned a company-wide improvement and automation backlog across six business units, leading continuous delivery across CRM, automation, data and internal IT. Built Claude/MCP-based AI connectors to let staff query and update Salesforce and NetSuite in plain English, and reduced the Salesforce software contract cost by ~$177k annually.

Salesforce NetSuite AI Automation Claude Process Redesign Stakeholder Management

Salesforce Platform Manager

Shippit

Jan 2025 - Mar 2026 (1 year 2 months)

Built an AI pipeline that auto-fills 30+ sales qualification fields from call transcripts and created document-completion agents that generate complex tender/RFP responses in minutes. Delivered trusted forecasting and reporting by merging duplicates, archiving 80,000 contacts and 35,000 dormant accounts, and collapsing a 75-category list into 8 categories.

Workflow Automation Amazon Connect Sales Enablement

Salesforce Administrator

Shippit

Jul 2023 - Jan 2025 (1 year 6 months)

Led a company-wide Salesforce upgrade with end-to-end rollout, training and adoption. Rebuilt customer onboarding as an automated stage-based workflow and replaced third-party lead-routing/duplicate tools with native Salesforce automation, improving data accuracy.

Salesforce Administration Salesforce Automation Workflow Design Data Migration Integration Management Reporting Change Management

Salesforce Consultant

Lumary

Mar 2022 - Jul 2023 (1 year 4 months)

Led end-to-end Salesforce implementations for NDIS healthcare clients, from requirements workshops and design/build through data migration, training and go-live support. Translated complex billing and finance requirements into technical designs through client sign-off and improved implementation methods by mentoring junior consultants.

Salesforce Implementation Solution Design Data Migration Billing Finance Workflow Mapping Stakeholder Management Go Live Support Mentoring

Business Analyst

Amp

Jan 2019 - Mar 2022 (3 years 2 months)

Progressed across Change Analyst, Salesforce Administrator and Business Analyst roles within a regulated financial services environment. Delivered the migration of the bank’s hardship and arrears process onto Salesforce via an online customer form and managed platform security, reporting, integrations, release cycles, and vendor SLAs.

Salesforce Administration Business Analysis Integration Management Release Management Customer Forms Workflows Change Management