Would you like to be at the forefront of deploying technology that enables people to engage with their City? The City of Alexandria's Department of Information Technology Services (ITS) is seeking a Customer Relationship Management (CRM) System Administrator to guide the City's investment in state-of-the-art CRM software, Salesforce. As the CRM system administrator, you will play a critical role in managing the software that connects Alexandria's government with the community it serves, working to ensure the technology facilitates a seamless experience between customers and City staff. Your work will provide the technical foundation for the City's 311 customer relationship program. You will lead as the City's expert on the technology.
As the CRM Administrator you will also be part of the City's Customer Relationship Management team. This includes participating in the governance committee to establish priorities, engaging in close collaboration with the City's Customer Contact Center and nurturing relationships with users in all City Departments. You will lead in exploring new ways to use the technology, be the first line of contact in troubleshooting issues, and work with users to define and refine business processes. You will also collaborate with technology staff to manage numerous integrations with other enterprise systems such as: asset management (Cityworks), geographic information systems (ArcGIS), data visualization (Tableau) and permitting (EnerGov).
The Customer Relationship Management System Administrator will provide a variety of services in support of the Customer Relationship Management Program:
* Collaborate on analyzing existing processes and make recommendations to better streamline processes within the system; * Work with executive-level managers and users, to help shape the direction of the program and ensure work is aligned with highest priorities; * Make technical modifications to the system to address changing needs or new initiatives; * Map business processes and workflows to implement new service request types; * Manage existing and identify new opportunities for integration of applications connected to Salesforce; * Stay abreast of changes to Salesforce system capabilities and customer relationship management service delivery trends; * Develop and modify reports and dashboards to support the program's continuous improvement mission; * Monitor system users to ensure compliance with contractual requirements and ensure best practices with adhering to security protocols; * Audit, uncover and resolve data quality issues and make recommendations to avoid future issues; * Manage new releases and communicate changes to end users.
The ideal candidate will demonstrate:
* A thorough understanding of the customer relationship management mission; * Technical skills needed to manage and extend the platform and its integration; * Self-motivation to continuously learn about the platform and the industry; * Strong interpersonal and oral communication skills; * Skills working within a team-oriented, collaborative environment, as part of a high-performing team; * Ability to design and implement new processes and facilitate user adoption; * Ability to understand complex requirements and articulate them to a diverse audience.
About the Department
The Information Technology Services (ITS) Department is responsible for enterprise technology operations for the City of Alexandria. ITS provides technology services and solutions to City departments to enhance service delivery and aligns its work with City needs by providing leadership, resources, expertise, and products that enable departments to better serve the City's residents, businesses, and visitors. All resources support initiatives funded through the multi-year Information Technology Capital Improvement Plan (IT/CIP) to improve the overall technology landscape. The City of Alexandria's ITS Department has been a Top Ten National Finalist in the Digital Cities Award program for the past 13 consecutive years. Minimum & Additional Requirements
Bachelor's Degree; Five years of experience as a Computer Programmer Analyst III; Three years of experience in communicating and negotiating with high level executives.
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