CRM Administrator

IMPORTANT NOTE: ONLY CANDIDATES WHO HAVE A PERMANENT COMPUTER SYSTEMS MANAGER TITLE WILL BE CONSIDERED FOR AN INTERVIEW. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER IF YOU ARE A PERMANENT COMPUTER SYSTEMS MANAGER.

INTERESTED APPLICANTS WITH OTHER CIVIL SERVICE TITLES WHO MEET THE PREFERRED REQUIREMENTS SHOULD ALSO SUBMIT A RESUME FOR CONSIDERATION.

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly efficiently and transparently to instill public confidence and encourage compliance while providing exceptional customer service.

The Finance Information Technology (FIT) Division designs builds and supports all facets of DOFs computer systems including hardware software applications infrastructure telephone and data security. FIT delivers and administers taxrelated payment programs for the City of New York by providing the information technology solutions needed to achieve its mission of collecting revenue while ensuring an efficient and improved customer experience. FIT is also responsible for the systems and websites which enable citywide payments land records property assessment parking adjudications customer service and the Sheriffs public safety work.

Due to the rapid growth of our Dynamics CRM internal and external user base FIT is seeking a CRM Administrator to provide critical support training and technical assistance to both internal staff and external customers. This role will ensure the smooth operation of our CRM and CRM SelfService Web Portal supporting 350 staff/end users and almost 1.5 million external customers. This is a critical role in ensuring the effectiveness of CRM systems at DOF. If you are a CRM expert with a passion for system administration training outreach customer service and technical problemsolving with excellent written and verbal communication skills we encourage you to apply!

Responsibilities include but are not limited to the following:

User Support & Customer Service
Provide support for business and technical CRM end users.
Assist internal staff and external customers with CRMrelated technical issues.
Manage enduser support and communications to ensure a seamless CRM experience.
Troubleshoot application errors mailbox and SharePoint integration issues. Perform analysis to identify the root cause of the problem.

Training & Outreach
Prepare organize and maintain print and video training materials for CRM users
Provide asneeded enduser training and support. Create job aids and prepare training materials. Provide quality portal customer support as well.
Conduct regular training sessions and outreach to internal staff and external customers.
Ensure that users receive professional training to maximize CRM adoption and efficiency.

Business & System Development
Develop CRMbased business solutions based on user requirements.
Analyze business needs elicit stakeholder requirements and translate them into user stories and features to support iterative hybrid style development of CRM solutions.
Manage the installation configuration monitoring tuning and troubleshooting of the CRM application environments.
Perform daily application wellness checks scheduling and executing system jobs in Production to ensure ongoing optimal performance and data integrity.
Research new features and enhancements to improve user experience and customer engagement.
Manage plan and prepare the CRM data migration. Identify and resolve post migration issues immediately to ensure no production downtime.
Create and support system integrations based on business needs.
Audit system resources and licensing to ensure peak performance data storage integrity and licensing compliance.
Administer call center integrations between CRM and telephony systems.
Conduct rigorous testing to ensure quality assurance.
Manage QA resources to ensure development and integration projects meet business requirements.
Support CRM dependencies workflows integrations and processes.
May serve as backup to other IT staff as appropriate and where skills are applicable.

Additional Information:

In compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

COMPUTER SYSTEMS MANAGER 1005D

Qualifications :

1. A masters degree in computer science from an accredited college or university and three 3 years of progressively more responsible fulltime satisfactory experience in Information Technology (IT) including applications development systems development data communications and networking database administration data processing or user services. At least eighteen 18 months of this experience must have been in an administrative managerial or executive capacity in the areas of applications development systems development data communications and networking database administration data processing or in the supervision of staff performing these duties; or

2. A baccalaureate degree from an accredited college or university and four 4 years of progressively more responsible fulltime satisfactory experience as described in 1 above; or

3. A fouryear high school diploma or its educational equivalent and six 6 years of progressively more responsible fulltime satisfactory experience as described in 1 above; or

4. A satisfactory combination of education and experience equivalent to 1 2 or 3 above. However all candidates must have at least a fouryear high school diploma or its educational equivalent and must possess at least three 3 years of experience as described in 1 above including the eighteen 18 months of administrative managerial executive or supervisory experience as described in 1 above.

In the absence of a baccalaureate degree undergraduate credits may be substituted for a maximum of two 2 years of the required experience in IT on the basis of 30 semester credits for six 6 months of the required experience. Graduate credits in computer science may be substituted for a maximum of one 1 year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one 1 year of the required IT experience. However undergraduate and/or graduate credits may not be substituted for the eighteen 18 months of experience in an administrative managerial executive or supervisory capacity as described in 1 above.

Additional Information :

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work :

No

Employment Type :

Fulltime