Information Systems Specialist Digital Access and CRM

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.

Develop advanced digital services using CRM platform tools, JavaScript, JSON, SQL, XSL and HTML and related technologies.

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.

Proficiency in JavaScript, JSON, SQL, HTML, XSL, APIs, web services and system integrations.

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 escalate risks or changes. Significant decisions and changes remain subject to the appropriate management, security, architecture and change-control approvals.

For further discussion about this opportunity, please e-mail Leigh Graham to arrange an informal discussion l 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,…