Director, Application Support

CONSUMER AND WORKER PROTECTION; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

The NYC Department of Consumer and Worker Protection (DCWP) seeks an Application Support Lead to guide CRM and Angular-based applications, including .NET integrations. You will translate business needs into solid technical designs, lead cross-functional teams, and ensure high-quality delivery with UAT support and stakeholder communication.

You will collaborate with PMs, product owners, and IT staff to refine requirements, manage defects, and document technical designs, while mentoring the

Qualifications

• Bachelor's degree with CS credits and software experience required; or equivalent.
• Demonstrated ability to elicit and document business requirements for IT solutions.
• Experience designing functional specifications and gap analyses for CRM systems.
• Strong communication with business, development, testing and training teams.

Responsibilities

• Provide support in Microsoft Dynamics 365 and Angular apps (.NET).
• Translate business needs into functional requirements and designs.
• Lead design discussions and socialize with project teams and stakeholders.
• Coordinate UAT, testing, and demonstrations; validate solution fit.
• Triages defects and ensures end-user expectations are met.
• Develop supplemental documentation for Analysis & Design phases.
• Lead the support team with project managers and product owners to finalize requirements.

Skills

CRM leadership

Stakeholder communication

Requirements elicitation

Gap analysis

Project coordination

Education

Bachelor's degree in CS or related field

High school diploma + 6 years software experience

Master's degree substitute for 1 year experience

Tools

Microsoft Dynamics 365

Azure

Portals for Dynamics 365

Unified Service Desk

SQL

Power Platform

Microsoft Project

Excel

Job description

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. DCWP empowers consumers and working families by providing the tools and resources they need to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at NYC Department of Consumer and Worker Protection (DCWP), sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.

The successful candidate will serve as an Application Support Lead, reporting to the Executive Director of ITOPS & Support. Responsibilities will include:

• 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; and
• Lead the support team by working with project managers, product managers and product owners to obtain consensus and signoff on requirements deliverables.

COMPUTER SPECIALIST (SOFTWARE) - 13632

Minimum Qualifications

(1) 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

(2) 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

(3) 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.

NOTE: In order to have your experience accepted as Project Leader or Major Contributor experience, you must explain in detail how your experience qualifies you as a project leader or as a major contributor. Experience in computer operations, technical support, quality assurance (QA), hardware installation, help desk, or as an end user will not be accepted for meeting the minimum qualification requirements.

Special Note

To be eligible for placement in Assignment Level IV, in addition to the Qualification Requirements stated above, individuals must have one year of satisfactory experience in a project leader capacity or as a major contributor on a complex project in data administration, database management systems, operating systems, data communications systems, capacity planning, and/or on-line applications programming.

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.

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

City Residency is not required for this position

Additional Information

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.