Summary

Under general supervision, the Senior ERP Specialist is responsible for providing exceptional customer service for the Tyler Technology ERP software products to users. The Senior ERP Specialist ensures timely resolution user software issues through data analysis and functionality troubleshooting using development tools, and best practice communication for resolving issues.

Essential Functions

Essential duties and responsibilities may include, but are not limited to, the following:

• Provides high level diagnosis to staff and takes over open issues as needed.
• Provides inbound phone, web, or email software support to resolve complex client inquiries and problems effectively and efficiently.
• Analyzes data reports, forms, and web technologies.
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
• Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
• Submits client issues to development or implementation team for resolution, as needed.
• Performs Quality Assurance testing for software module upgrades/changes and   analyzes results to ensure that software performs as required.
• Creates or enhances documentation throughout the support process.
• Contributes to company knowledge library and/or Tyler Community.
• May participate in Early Adopter activities.
• May participate in User Group meetings and activities.
• Mentors staff to ensure guidance is provided on an ongoing basis.
• Reviews release documentation and provides feedback to appropriate staff.
• Commits to expanding technological skills and knowledge of the Tyler products.
• Demonstrates awareness of and adherence to the Town policies as outlined in the Employee Handbook and Safety Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• May be asked to perform additional job duties that are directly, indirectly or completely unrelated to normal job functions in the course of presenting certain Town special events.
• Performs related duties as required or assigned.

Minimum Qualifications

Education, Training, and Experience Guidelines 

Bachelor’s degree in Computer Information Systems, Information Technology, or related field; AND two (2) years of IT experience; OR an equivalent combination of education, training, and experience.  Ability to establish and maintain harmonious relations with fellow employees, Town officials, and outside contracts.  Safe driving record.  Clear criminal background check and clear pre-employment drug screen.

Knowledge of: 

• Computer and network troubleshooting methods. 
• Project management practices. 
• Computer graphic and multimedia design principles. 
• Software development methodologies. 
• Solid knowledge and understanding of database structures including fields, tables, views, database objects, etc.

Skill in:

• Speaking and presenting information to groups of varying size. 
• Ability to make sound, effective and timely decisions along with the ability to solve problems involving complex issues.
• Excellent decision making, time management and problem-solving skills involving root cause diagnosis and thinking out of the box.
• Establishing and maintaining effective working relationships.
• Budget development and management practices 
• Communicating effectively both verbally and in writing.
• Proficiency working with relational databases or SQL preferred.
• Experience working with Tyler Technology ERP system a plus.

LICENSE AND CERTIFICATION REQUIREMENTS 

A valid Texas Driver’s License is required. 

ATTENDANCE REQUIREMENTS

This is an exempt position; incumbent will be expected to work whatever hours are necessary to complete responsibilities. 

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Work is performed in a standard office environment.   Work is generally performed indoors in an air-conditioned facility but may also include limited exposure to outside weather conditions.  

The Town of Addison is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, religion, age, or disability in employment or the provision of services.