CRM Administrator

IMPORTANT NOTE: ONLY CANDIDATES WHO HAVE A PERMANENT CERTIFIED IT DEVELOPER (APPLICATIONS) OR COMPARABLE CIVIL SERVICE TITLE WILL BE CONSIDERED FOR AN INTERVIEW. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) AND INDICATE IN YOUR COVER LETTER IF YOU ARE A PERMANENT CERTIFIED IT DEVELOPER (APPLICATIONS).

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.

DOFs 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 tax-related 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 Self-Service 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 the NYC Department of Finance. If you are a CRM expert with a passion for system administration training outreach customer service and technical problem-solving with excellent written and verbal communication skills we encourage you to apply.

Reporting to the Senior Director of Customer Engagement & Collaboration Technology responsibilities include but are not limited to the following:

-Provide support for business and technical CRM end users.
-Assist internal staff and external customers with CRM-related technical issues.
-Manage end-user 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.
-Prepare organize and maintain print and video training materials for CRM users
-Provide as-needed end user 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.
-Develop CRM-based 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 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.

CERT IT DEVELOPER (APP) - 13643

Qualifications :

Professional/Vendor Certification Education and Experience Requirements: You must have current professional/vendor certifications.
In addition you must have one of the following:
1. A masters degree in computer science or a related field from an accredited college or university accredited by regional national professional or specialized agencies recognized as accrediting bodies by the U.S. Secretary of Education and by the Council for Higher Education Accreditation (CHEA) AND 12 months of satisfactory full-time (not classroom based) specialized experience in computer applications development planning design configuration installation troubleshooting integration performance monitoring maintenance enhancement and security management as described in the following nine Major Task Groups in the IT Titles Task Inventory*: Applications Development; Web Development Design and Maintenance; Business/Systems Analysis; Project Management Support; Application Design; GIS Structures Spatial Analysis and Mapping Principles; Testing; Technical Writing; and Version Control; OR
2. A baccalaureate degree from an accredited college or university accredited by regional national professional or specialized agencies recognized as accrediting bodies by the U.S. Secretary of Education and by the Council for Higher Education Accreditation (CHEA) AND 24 months of satisfactory full-time (not classroom based) specialized experience as described in 1 above; OR
3. A four-year high school diploma or its educational equivalent approved by a States Department of Education or a recognized accrediting organization AND 24 months of satisfactory full-time (not classroom based) specialized experience as described in 1 above plus 48 months of information technology experience as described in the IT Task Inventory *; OR
4. A satisfactory combination of education and experience which is equivalent to 3 above. Education may be substituted for the information technology experience on the basis of 30 semester credits from an accredited college or university accredited by regional national professional or specialized agencies recognized as accrediting bodies by the U.S. Secretary of Education and by the Council for Higher Education Accreditation (CHEA) is equivalent to 12 months of experience up to a maximum of 48 months. However if you qualify under options 2 3 or 4 you must have at least a four-year high school diploma or its educational equivalent approved by a States Department of Education or a recognized accrediting organization and at least 24 months of satisfactory full-time (not classroom based) specialized information technology experience 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 :

Full-time