Information Systems Officer Digital Access and CRM

This Information Systems Officer post sits within Sheffield City Council's digital access and CRM work, supporting the customer relationship platform behind many resident-facing services. Daily work covers administering and maintaining the system, resolving incidents, building online forms and workflows, and managing user access. The focus is reliable core service delivery, with development and some programme work where capacity allows. Fit depends on hands-on CRM administration experience and working knowledge of HTML, SQL and JavaScript.

• 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 through governance, testing and deployment processes
• Manage user access, permissions and security controls under 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
• Work with colleagues, service areas and suppliers to deliver digital solutions
• Identify service improvements and support continuous enhancement of systems, processes and customer experience
• Prioritise and manage workload across operational support and development activity
• Support programme and improvement work where it fits agreed priorities and available capacity

• Experience supporting and administering CRM platforms and digital services
• Experience of system testing, defect resolution and quality assurance activities

• Ability to develop, configure and maintain online forms, workflows and business processes
• Knowledge of HTML, SQL, JavaScript and other relevant digital development tools
• Strong troubleshooting, problem-solving and analytical skills
• Understanding of accessibility, information security, data protection and digital service standards
• Strong customer service, communication and stakeholder management skills
• Ability to manage competing priorities and deliver work to agreed deadlines

• Relevant safeguarding checks where appropriate to the role

• Ability to work independently and recognise when issues need escalation or specialist support
• Commitment to continuous improvement, learning and knowledge sharing

• Generous holiday entitlement
• Flexible working options including reduced hours, part-time working and job share
• Support for staff with unpaid caring responsibilities to work flexibly
• Starting pay considered above bottom of grade with payslip evidence of higher basic pay