Application Support Lead

New York City Department of Consumer and Worker Protection; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

New York City Department of Consumer and Worker Protection seeks an experienced business analyst to support Microsoft Dynamics 365 and related Angular/.NET projects. You will translate business needs into functional designs, conduct gap analysis, and socialize solutions across teams and stakeholders.

Responsibilities include leading design reviews, coordinating UAT, validating delivery against requirements, and producing project artifacts.

Qualifications

• A bachelor's degree or equivalent combination of education and experience in a computer-related field.
• Demonstrated experience with Dynamics365 CRM implementations and lifecycle.
• Strong requirements elicitation, analytics, and documentation skills.

Responsibilities

• Provide support for Dynamics365 and Angular/.NET based applications and CRM projects.
• Translate business needs into functional requirements and designs; perform gap analysis.
• Create and socialize functional designs, coordinate with stakeholders and teams.
• Communicate designs and manage updates; participate in UAT and demonstrations.
• Validate delivery against requirements and manage defect triage during testing.
• Develop supplemental documentation and artifacts per project methodologies.
• Lead the team and coordinate with PMs, product managers, and owners for signoff.

Skills

Microsoft Dynamics365

CRM implementation

Requirements gathering

SDLC methodologies

SQL queries

Communication skills

Team leadership

Education

Bachelor's degree in CS or related field

Education/experience combination acceptable

Tools

Microsoft Project

Excel

PowerPoint

Job description

Responsibilities

• Provide support in Microsoft Dynamics365 and angular applications (.Net); engage in projects that deal with customer relationship management, e.g., tracking contacts, activities, correspondence, or issues, and work with system integrations that provide reporting, email communications, etc.
• Evaluate current business processes against the standard Microsoft Dynamics365 functionality and translate them into functional requirements and designs; understand the business needs, elicit and document business requirements, and conduct Gap Analysis.
• Conceptualize and design best‐practice solutions that leverage product and industry knowledge, as directed by requirements; create, socialize and refine detailed functional designs with other project team leaders and client business representatives.
• Communicate designs to business, development, testing and training teams; manage design updates; provide insight into designs, verify test conditions and assist with User Acceptance Testing and Demonstrations.
• Validate that the application fulfills requirements and meets end user expectations; manage defect triage during internal and external testing events.
• Develop and maintain any additional supplemental documentation, artifacts and deliverables generated in the Analysis & Design phase, as dictated by DCWP’s project/product methodologies, standards and guidelines.
• Lead the support team by working with project managers, product managers and product owners to obtain consensus and signoff on requirements deliverables.

Minimum Qualifications

• A baccalaureate degree from an accredited college, including or supplemented by twenty‑four (24) semester credits in computer science or a related computer field and two (2) years of satisfactory full‑time software experience in designing, programming, debugging, maintaining, implementing, and enhancing computer software applications, systems programming, systems analysis and design, data communication software, or database design and programming, including one year in a project leader capacity or as a major contributor on a complex project; or
• A four‑year high school diploma or its educational equivalent and six (6) years of full‑time satisfactory software experience as described in “1” above, including one year in a project leader capacity or as a major contributor on a complex project; or
• A satisfactory combination of education and experience that is equivalent to (1) or (2) above. College education may be substituted for up to two years of the required experience in (2) above on the basis that sixty (60) semester credits from an accredited college is equated to one year of experience. A masters degree in computer science or a related computer field may be substituted for one year of the required experience in (1) or (2) above. However, all candidates must have a four‑year high school diploma or its educational equivalent, plus at least one (1) year of satisfactory full‑time software experience in a project leader capacity or as a major contributor on a complex project.

Preferred Skills

• Minimum 3 years of relevant experience working with Microsoft Dynamics365 deep know‑how and proven record with Microsoft Dynamics365/CRM implementation lifecycle (participated in at least two implementations).
• Experience working with Microsoft Dynamics 365/CRM platform strong knowledge of Microsoft Dynamics365/CRM concepts (i.e., Configuration, Customization, Workflow, Integration etc.).
• Experience developing and employing functional project artifacts (Solution Designs, Use Cases, User Stories, Requirements Definitions, Process Definitions, User Interface Design).
• Experience working with formal SDLCs, business analysis methodologies and major project management methodologies (Agile, Waterfall, etc.) experience using standard project tools including Microsoft Project, Excel and PowerPoint.
• Proven experience in defining requirements for solutions in multiple‑entity environments (multiple agencies, business partners, etc.).
• Ability to utilize SQL query, advanced search query via MS Dynamics365 and review workflow to triage issues able to see tasks through to completion without significant guidance.
• Experience with Portals for Microsoft Dynamics365, Microsoft power platform, Unified Service Desk for Microsoft Dynamics 365, performing Analysis and Design on large systems integration projects with multiple organizations.
• Experience with cloud‑based CRM solutions (Azure) that incorporates field operational support with mobile devices application.
• Microsoft Dynamics 365 certification(s) Microsoft Dynamics CRM administration.
• Excellent oral and written communication skills and the ability to clearly articulate to all project members and stakeholders.
• Team player who works well with technical and non‑technical resources demonstrate leadership by taking ownership on projects and deliverables.
• Should be organized and good at managing deliverables, meeting notes, presentations and other documentation/communications.

Additional Information

55a Program
 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.

Public Service Loan Forgiveness
 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/.

Residency Requirement
 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.