Sr. Applications Support Engineer

The Sr. Applications Support Engineer is responsible for the configuration, support, maintenance, and continuous improvement of our Salesforce CRM platform. Acting as the primary point of contact for all Salesforce users, this role ensures the system operates efficiently and that data integrity is upheld. The specialist collaborates with internal stakeholders to identify, develop, and deploy business processes to optimize the platform's use.

Essential Duties and Responsibilities:

• Salesforce Administration & Configuration: Administer, configure, and further develop the Salesforce CRM environment to ensure it meets business needs. Responsible for user and data management, workflows, periodic security review and health checks.

• Business Process Customization: Customize and maintain Salesforce processes to support operational efficiency and compliance with industry regulations. Continuously evolve configurations to meet changing business requirements.

• Integration Management: Oversee Salesforce integrations with other business systems and external vendors. Ensure accurate and consistent data across platforms through data uploads, audits, and corrections.

• Reporting & Dashboards: Develop and manage Salesforce reports and dashboards, providing stakeholders with relevant and timely information to aid business decision-making.

• Training & Documentation: Create and maintain user guides, training materials, and system documentation. Conduct training sessions to enhance system understanding and drive adoption across the organization.

• Release Management: Coordinate auditing, testing, and feature changes related to Salesforce releases with end-users and IT resources.

• Continuous Improvement: Stay informed of new Salesforce features and best practices. Recommend and implement enhancements to improve functionality, efficiency, and user satisfaction. Create a roadmap and define priorities.

• Work with the rest of team and support other City application on a as needed

Salary Range: 92,690.00 - 125,156.98 (Depending on qualifications)

Required Skills and Qualifications:

• Bachelor's degree in information technology, business, or a related field.

• Minimum of 3 years of experience in Salesforce administration and configuration.

• Strong understanding of business process analysis, requirements definition, and workflow design.

• Proficiency in Salesforce report writing and analytics.

• Skill in report design and queries for assigned applications.

• Skill in Structured Query Language (SQL).

• Ability to research and document workflow.

• Skill in interpreting technical diagrams and procedures.

• Ability to research issues and develop solutions.

• Ability to explain technical concepts in non-technical terms.

• Ability to prioritize tasks and meet customer service deadlines.

• Excellent problem-solving skills and attention to detail.

• Strong communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.

• Ability to work independently, meet deadlines, and manage multiple tasks.

Preferred Skills and Qualifications:

• Salesforce Certified Administrator.

• Salesforce Certified Platform Developer I.

• Demonstrated experience in Salesforce customizations and integrations.

• Certifications or training certificates from COTS vendors such as OnBase, CityWorks, Microsoft Dynamics CRM, or similar platforms.

Working Conditions:

This is a full-time, hybrid position. Occasional work outside regular business hours may be required.

Job Competencies:

• Models Organizational Values: Upholds and promotes organizational values in interactions with employees and stakeholders, ensuring alignment with the City of Garland's mission and values.

• Customer Focus: Builds strong customer relationships, meets or exceeds expectations, and resolves customer concerns promptly.

• Communication: Clearly and effectively communicates both orally and in writing; demonstrates strong listening and reporting skills.

• Adaptability/Flexibility: Willingness to adapt to changing needs and conditions; functions effectively under pressure.

• Results Focus/Project Management: Sets and achieves challenging goals, manages projects with clear milestones, and leads teams to successful completion.

About Us

Team Garland consists of over 2,200 employees, spanning 700+ different roles! Garland is committed to diversity and inclusion and creating pathways to employment for all. We have an organizational culture of appreciation, development, and growth. Many of our employees choose Garland for lifelong careers. We are guided by the City's Mission, Vision, and Value Statements and a commitment to public service. Team Garland makes a difference in the Garland community every day.

Garland's vision is to be a progressive city working together to nurture and grow the economic, social, environmental, and cultural well-being of our community.

We are committed to preserve public trust, deliver quality services, promote economic growth, protect our community and enhance the quality of life for the good of our city and our future.