CRM Administrator

Job Description

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.

DOF’s Finance Information Technology (FIT) Division designs, builds, and supports all facets of DOF’s 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 Sheriff’s 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 re