With a workforce of over 30,000 people, and opportunities in more than 1,000 different job categories, the City of Philadelphia is the fifth largest city in the United States and one of the largest employers in Southeastern Pennsylvania. As an employer, the City of Philadelphia operates through the guiding principles of service, integrity, respect, accountability, collaboration, diversity and inclusion. Through these principles, we strive to effectively deliver services, to resolve the challenges facing our city, and to make Philadelphia a place where all of our residents have the opportunity to reach their potential. 

AGENCY DESCRIPTION

600,000 cases are logged by people in Salesforce each year from the 311 Contact Center via the call center, mobile application, the web, and email. Whether they’re looking for information on the Philadelphia Marathon, checking whether trash pickup is on-schedule, looking for after school activities, or trying to have a pothole repaired, for many Philadelphians their experience with 311 represents the image they have of government services.

POSITION SUMMARY

The Salesforce Business Administrator oversees the Customer Relationship Management (CRM) system. This includes but is not limited to conducting business and technical analysis, developing applications and solutions, delivering new functionality, monitoring integrations with other systems, evaluating impacts of existing processes, systems and workflows, coordinating/implementing enhancements, etc. They also serve as a liaison for the 311 Contact Center and its various stakeholders to ensure the highest level of usefulness and adoption of the CRM system. 

The ideal candidate possesses expert knowledge of technical processes/workflows and their impact on business operations, as well as customer service delivery. They will develop a deeper understanding of the end user’s experience; recommend and/or implement changes to improve that experience. This position works on multiple moderate to complex projects/tasks.

ESSENTIAL FUNCTIONS

• Day-to-day administration and support of Salesforce, including and not limited to customer tracking, maintaining users, object / data access, validation rules, record types, workflows / data triggers, fields, email templates, page layouts, reports / dashboards, validation and other reference data.
  
• Create and manage workflow rules, data validation and triggers to improve business and technical outcomes. 
  
• Oversee reporting functionality including, hierarchal structure, creating customized reports and dashboards, archiving, etc.
  
• Manage the software testing process including devising test plans, creating test cases, establishing protocols and appropriate testing environments; and coordinating software testing.
  
• Monitor and manage system performance.
  
• Provide technical support to end users.
  
• Log and track identified system problems through resolution.
  
• Document and/or modify technical requirements related to the application, working with the appropriate stakeholders, Department of Technology and/or technical consultants as needed.
  
• Assist with the creation and maintenance of documentation related to the application such as configurations, modifications, processes, workflows and other help related materials for various system users.
  
• Identify improvement opportunities and work with appropriate people to implement.
  
• Continuous monitoring to ensure data is captured accurately and completely across the organization. 
  
• Stay abreast of new system features and functionality and incorporate into improvement recommendations where applicable.
  
• Keep application users informed about system functionality, enhancements and/or issues that impact their work and/or customer service.
  
• Train new and existing users on how to use application. 
  
• Other duties as assigned.
  

COMPETENCIES, KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer relationship management (CRM) systems’ knowledge.
  
• Understanding of data integration tools.
  
• Experience using programming languages such as SQL, JavaScript, HTML, Java, Apex, etc.
  
• Excellent analytical and problem solving skills with the ability to synthesize information, summarize issues, and think outside the box.
  
• Proven success designing and implementing solutions using the Salesforce platform.
  
• Ability to successfully manage time, handle multiple competing priorities and meet deadlines with minimal supervision.
  
• Superior communication skills demonstrating the ability to communicate information and ideas clearly and concisely; and convey complex concepts simply in writing and verbally to diverse audiences.
  
• Develop and maintain positive working relationships with diverse groups.
  
• Deliver excellent customer service.
  
• Ability to turn goals/findings into actionable items.
  
• Proficient use of computers and related software applications such as Microsoft Excel, Word, Outlook, the internet and customer relationship management (CRM) systems.
  
• Learns quickly and is able to apply it in performance of job duties. Takes the initiative to continuously learn and develop skills/knowledge.
  
• Highly organized with ability to effectively prioritize own work with minimal direction.
  

• Bachelor’s degree in Computer Science, Database Management, Information Systems, Programming or a related field; or
• Salesforce certification or related accreditation preferred.
• Two years of relevant Salesforce or programming experience.

An equivalent combination of education, experience, and/or training which provides the requisite skills, knowledge, and abilities as determined to be acceptable by the hiring authority.

Please include a resume and cover letter with your application.

Successful candidate must be a city of Philadelphia resident within six months of hire.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to pchr@ phila.gov. For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx