CRM & Digital Services Specialist | Public Sector Transformation

Beighton; Sheffield; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Flexible working opportunities

Job summary

The Information Systems Officer – Digital Access and CRM at Sheffield City Council will provide day-to-day management, administration and support for the Council's CRM platform and related digital services, enabling efficient customer interactions and online forms. The role focuses on delivering reliable services within governance, testing and deployment processes.

You will work with colleagues and suppliers, resolve incidents, configure forms and workflows, and contribute to transformation

Qualifications

• Experience supporting and administering CRM platforms and digital services.
• Ability to design and maintain online forms and workflows.
• Strong troubleshooting and analytical skills.
• Knowledge of accessibility, data protection and digital service standards.
• Experience with system testing, defect resolution and QA activities.
• Strong customer service and stakeholder management abilities.
• Ability to manage competing priorities and meet deadlines.
• Ability to work independently while knowing when to escalate.
• Commitment to continuous learning and knowledge sharing.

Responsibilities

• Provide day-to-day administration, support and maintenance of the CRM platform and associated digital services.
• Investigate and resolve incidents, service requests and system issues, escalating where appropriate.
• Build, configure, amend and maintain online forms, workflows and supporting business processes.
• Deliver approved system changes and configuration updates in line with governance, testing and deployment processes.
• Manage user access, permissions and security controls in accordance with approved procedures.
• Produce and maintain system documentation, reports, knowledge articles and operational records.
• Contribute to projects and transformation programmes through development, testing, implementation and support activities.
• Work collaboratively with colleagues, service areas and suppliers to deliver effective digital solutions.
• Identify service improvements and support the continuous enhancement of systems, processes and customer experience.
• Prioritise and manage workload to balance operational support with development and project activities.

Skills

CRM administration

Online forms

Troubleshooting & analysis

Accessibility & data protection

Testing & QA

Customer & stakeholder management

Work prioritisation

Independent with escalation

Continuous improvement

Job description

The Information Systems Officer – Digital Access and CRM at Sheffield City Council will provide day-to-day management, administration and support for the Council's CRM platform and related digital services, enabling efficient customer interactions and online forms. The role focuses on delivering reliable services within governance, testing and deployment processes.

You will work with colleagues and suppliers, resolve incidents, configure forms and workflows, and contribute to transformation