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 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 DOF. 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!

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 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.

Training & Outreach
-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.

Business & System Development
-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, 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

1. A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, 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, full-time, satisfactory experience as described in "1" above; or

3. A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, 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 four-year 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.

-5+ years of experience administering and supporting enterprise CRM systems, with at least 3 years of experience specifically supporting Microsoft Dynamics CRM within the U.S. -Experience with Microsoft technologies such as Power Platform, SharePoint, Excel, Active Directory, Office 365, and Power BI is highly desirable. -Ability to translate business needs into technical solutions and communicate effectively with diverse stakeholders. -End user related change management including training and preparation of training materials and job aids using a variety of training materials including print, video, and online training sessions. -Excellent written, verbal and interpersonal skills to collaborate with staff across different backgrounds, skills, and roles.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City residency is not required for this position.

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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

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CRM Administrator