The DMS Specialist for Salesforce (Sales and Service cloud) will be responsible for delivering best-in-class functionality to the DMS Business team by leveraging all the platform capabilities of Salesforce. This includes new enhancements, changes to existing Salesforce functions, integration, and support for business users. The selected candidate will work with the DMS Business team, Delta IT, Salesforce COE, and SAP COE. The successful candidate should demonstrate initiative and be able to innovate in a fast-paced organization where priorities shift frequently to provide greater value to Delta Air Lines. This position will be based in Atlanta and requires on-site work. The role reports directly to the DMS Director of Enterprise Applications.

Responsibilities and Duties:

• Serve as the single point of contact with full ownership of the DMS Salesforce instance (Sales and Service Cloud), architecting end to end solutions that maximize salesforce platform ROI and drive measurable business impact.
• Perform business process discovery to understand, document, and translate business stakeholder needs into Agile Features, and User Stories, defining how the salesforce platform will be configured to meet business requirements.
• Architect, develop and maintain complex, high-performance functionality using platform tools such as flows, custom object relationships, formulas, and fields, alongside dashboards, reports, page layouts, and email templates.
• Manage and resolve support requests related to Salesforce functions and integrations; perform administrator functions such as user management, profiles, roles, permission sets, sharing settings, assignment rules, queues and data backups.
• Monitor integration errors between Salesforce, SAP, and other internal and external systems and take proactive corrective and preventive actions.
• Work closely with users to provide best practices and tips on Salesforce usage including training, documentation, and support as necessary.
• Interface with the Delta IT team including Salesforce COE, SAP COE, and take responsibility for delivering and deploying complete work products where custom development and integrations are required.
• Produce comprehensive documentation related to configuration and collaboration with the Salesforce COE to ensure all work meets Delta IT standards.
• Proactively identify business process gaps and technical debt, engineering innovative Salesforce solutions through creative problem-solving skills.
• Collaborate with external partners to deliver intuitive system enhancements that align with business needs and salesforce platform standards.
• Stay current on the latest industry trends and emerging technologies.
• Communicate in a clear, compelling manner to both technical and non-technical team members.
• Perform other duties as assigned by DMS Director or designee.

• Bachelor’s degree in Information Systems, Computer Science, or a related field.
• Minimum of Seven (7) years of professional experience as a Senior Salesforce Administrator.
• Strong knowledge and skills in Salesforce Sales, Service, and Community products and platform.
• Highly collaborative with the ability to work well and interact with various departments throughout the organization.
• Ability to accomplish tasks in a timely manner producing high-quality deliverables.
• Exceptional verbal and written communication skills.
• High level of confidentiality with work product.
• Proficiency in using process flow tools (e.g., Visio), MS Excel, Word and MS PowerPoint, other IT tools such as Large Language Models (copilot, chat-gpt, Gemini, etc), GitLab
• Demonstrates DMS Core Values of Integrity, Respect, and Perseverance.
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diverse people, thinking, and styles.
• Possesses a high school diploma, GED, or high school equivalency.
• Is at least 18 years of age and has authorization to work in the United States.

• Experience in large and complex Salesforce custom development, integrations, and implementation.
• Agentforce experience
• Salesforce Administrator Certification (ADM 201) or higher.
• Experience with Salesforce Lightning.
• Working knowledge of the commercial aviation process is preferred.
• Kiro experience