Information Systems Specialist - Digital Access and CRM

Beighton; Sheffield; On-site; GBP 32,000 - 42,000; Full time

Job summary

Sheffield City Council is seeking an Information Systems Specialist for Digital Access and CRM to lead CRM development and integrations, improve online forms, and drive digital service improvements.

You will work with stakeholders across the organisation to shape solutions that enhance resident access and support the Council's digital transformation journey.

Qualifications

• Advanced CRM development, configuration and administration skills.
• Strong experience developing online forms, workflows, business processes and case management solutions.
• Strong technical troubleshooting, problem-solving and root cause analysis skills.
• Ability to design scalable, maintainable and supportable digital solutions.
• Experience managing development activities through the full lifecycle, including planning, testing and implementation.
• Strong stakeholder engagement and communication skills, with the ability to explain complex technical concepts to non-technical audiences.
• Ability to translate business requirements into practical technical solutions.
• Knowledge of accessibility standards, information security, data protection and change control processes.
• Strong organisational skills, with the ability to manage competing priorities, risks, dependencies and delivery deadlines.
• Commitment to innovation, continuous improvement, knowledge sharing and professional development.

Responsibilities

• Lead complex CRM development, configuration and support, including forms, workflows, business rules, case management processes and reusable components.
• Design, build and support integrations between CRM, My Account, online forms and other internal and external systems.
• Investigate and resolve complex technical issues across forms, code, workflows and integrations.
• Translate business requirements and programme objectives into technical solutions, development plans and deliverable outcomes.
• Manage assigned developments through planning, build, testing, implementation and post-deployment support.
• Act as a technical lead for assigned projects and developments, providing specialist advice on solution design, feasibility, effort, risks and dependencies.
• Work closely with project teams, service areas, suppliers and technical colleagues to deliver transformation and service improvement initiatives.
• Ensure solutions comply with security, accessibility, data protection, architectural and governance requirements.
• Drive continuous improvement by identifying opportunities to enhance processes, automation, integrations and customer experience.
• Support knowledge sharing, peer review and the adoption of consistent development standards and practices.

Skills

Advanced CRM development

CRM configuration

CRM administration

Online forms

Workflows

Business rules

Case management

Problem solving

Root cause analysis

Solution design

Lifecycle management

Stakeholder engagement

Communication

Translate business requirements

Accessibility standards

Information security

Data protection

Change control

Organisational skills

Innovation and continuous improvement

Job description

Information Systems Specialist Digital Access and CRM

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Sheffield City Council is on an exciting digital transformation journey, transforming how we deliver services through innovative digital solutions, automation and emerging technologies.

As we continue to modernise and improve services for our residents, this is an excellent opportunity to play a key role in shaping the future of digital public services.

The role

The postholder will provide advanced technical and professional expertise for the Council's Customer Relationship Management (CRM) platform and associated digital services. This includes key customer-facing services such as My Account, online forms, digital customer journeys, workflow automation and integrations with corporate systems.

The role combines hands-on technical development with responsibility for shaping and delivering CRM and digital service enhancements that support major transformation programmes, operational service delivery and improved customer experiences.

Working with stakeholders across the organisation, the postholder plays a key role in developing innovative digital solutions that improve access to services and support the Council's wider digital transformation ambitions.

Key Responsibilities

• Lead complex CRM development, configuration and support, including forms, workflows, business rules, case management processes and reusable components.
• Design, build and support integrations between CRM, My Account, online forms and other internal and external systems.
• Investigate and resolve complex technical issues across forms, code, workflows and integrations.
• Translate business requirements and programme objectives into technical solutions, development plans and deliverable outcomes.
• Manage assigned developments through planning, build, testing, implementation and post-deployment support.
• Act as a technical lead for assigned projects and developments, providing specialist advice on solution design, feasibility, effort, risks and dependencies.
• Work closely with project teams, service areas, suppliers and technical colleagues to deliver transformation and service improvement initiatives.
• Ensure solutions comply with security, accessibility, data protection, architectural and governance requirements.
• Drive continuous improvement by identifying opportunities to enhance processes, automation, integrations and customer experience.
• Support knowledge sharing, peer review and the adoption of consistent development standards and practices.

Skills and knowledge we are looking for

• Advanced CRM development, configuration and administration skills.
• Strong experience developing online forms, workflows, business processes and case management solutions.
• Strong technical troubleshooting, problem-solving and root cause analysis skills.
• Ability to design scalable, maintainable and supportable digital solutions.
• Experience managing development activities through the full lifecycle, including planning, testing and implementation.
• Strong stakeholder engagement and communication skills, with the ability to explain complex technical concepts to non-technical audiences.
• Ability to translate business requirements into practical technical solutions.
• Knowledge of accessibility standards, information security, data protection and change control processes.
• Strong organisational skills, with the ability to manage competing priorities, risks, dependencies and delivery deadlines.
• Commitment to innovation, continuous improvement, knowledge sharing and professional development.

Expected level of responsibility

The postholder will normally receive agreed outcomes, programme objectives and governance requirements rather than detailed instructions for how each development must be completed. Within those parameters, the CRM Specialist is expected to determine the technical approach, make recommendations, report progress and elevate risks or changes. Significant decisions and changes remain subject to the appropriate management, security, architecture and change-control approvals.

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyoneand where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.