State of Minnesota
CRM System Administrator - ITS4
State of Minnesota, Saint Paul, Minnesota, United States, 55130
Working Title: CRM System Administrator
Job Class: Information Technology Specialist 4
Agency: Minnesota IT Services
Job ID
: 78811
Location
: St. Paul
Telework Eligible
: Yes
Full/Part Time
: Full-Time
Regular/Temporary
: Unlimited
Who May Apply
: Open to all qualified job seekers
Date Posted
: 09/14/2024
Closing Date
: 09/20/2024
Hiring Agency/Seniority Unit
: Minnesota IT Services
Division/Unit
: Department of Human Services (DHS) / Microsoft Application Development
Work Shift/Work Hours
: Day Shift
Days of Work
: Monday - Friday
Travel Required
: No
Salary Range:
$36.52 - $60.24 / hourly; $76,253 - $125,781 / annually
Job Class Option
: Systems Software
Classified Status
: Classified
Bargaining Unit/Union
: 214 - MN Assoc of Professional Empl/MAPE
FLSA Status
: Exempt - Administrative
Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes
The work you'll do is more than just a job.
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
Join the 2,600+ professionals of Minnesota IT Services (https://mn.gov/mnit/about-mnit/careers/) (MNIT) who connect Minnesotans to services that will improve their lives. This position serves our partners at Minnesota’s largest state agency, the Department of Human Services (DHS). The MNIT DHS team supports complex and varied technical needs, including systems that provide health care coverage, deliver child protection and welfare services, and provide support for Minnesotans with special needs including mental illness, chemical dependencies, and physical or developmental disabilities.
As a Customer Relationship Manager (CRM) System Administrator, you will provide expert technical services to manage and support the CRM Contact Management software utilized by the Department of Human Services (DHS) and MNSure contact centers. Currently, the platform in use is Microsoft Dynamics 365 Customer Service, which serves as the backbone for contact management, call center operations, help desk functions, and incident management. Your role will be essential in ensuring the ongoing support and development of these critical areas, playing a key part in the successful execution of the mission for DHS and MNSure.
This position is currently eligible for full-time telework:
Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota.
Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.
Additional posting details:
This position was previously announced on 08/27/2024. If you previously applied for this job, you do not need to reapply.
Minimum Qualifications
Candidates must clearly demonstrate all of the following qualifications in their resume.
Resume tips here. (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp)
:
Position requires a minimum of four (4) years of IT related experience with Microsoft Dynamics 365 Customer Service or a similar CRM platform.
Experience must include:
Proven experience in managing, configuring, and supporting CRM systems.
Proficiency in CRM software administration, including user management, configuration, and troubleshooting.
Basic knowledge of SQL and database management.
Experience with CRM integrations and data migration.
Strong analytical and problem-solving skills with the ability to troubleshoot and resolve technical issues.
Ability to deliver effective verbal or written messages that facilitate a mutual understanding on both parties.
Customer service skills that include active listening, empathy, and problem-solving.
A master’s degree in Information Technology or an IT related field substitutes for three (3) years of experience, OR an IT related bachelor’s degree substitutes for two (2) years, OR an IT related associate’s degree substitutes for one (1) year.
Preferred Qualifications
Microsoft Certified: Dynamics 365 Fundamentals, Dynamics 365 Functional Consultant, Dynamics 365 Developer, or similar certification.
Demonstrated experience with advanced CRM features, including customization, automation, and reporting.
Advanced proficiency in CRM software administration and customization.
Experience with additional tools such as Power BI, Azure, or other related technologies.
Knowledge of scripting or programming languages for automation and customization.
Experience in project management or leading CRM implementation and upgrade projects.
Ability to mentor junior staff and lead initiatives related to CRM enhancements and process improvements.
Additional Requirements
It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:
SEMA4 Records Check (applies to current and past state employees only)
Criminal History Check
Reference Check
Social Security and Address Verification
Education Verification
Other legally required checks
Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicants for work visas, including F-1 STEM OPT extensions.
All applicants must be legally authorized to work in the United States.
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.
Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.
Job Class: Information Technology Specialist 4
Agency: Minnesota IT Services
Job ID
: 78811
Location
: St. Paul
Telework Eligible
: Yes
Full/Part Time
: Full-Time
Regular/Temporary
: Unlimited
Who May Apply
: Open to all qualified job seekers
Date Posted
: 09/14/2024
Closing Date
: 09/20/2024
Hiring Agency/Seniority Unit
: Minnesota IT Services
Division/Unit
: Department of Human Services (DHS) / Microsoft Application Development
Work Shift/Work Hours
: Day Shift
Days of Work
: Monday - Friday
Travel Required
: No
Salary Range:
$36.52 - $60.24 / hourly; $76,253 - $125,781 / annually
Job Class Option
: Systems Software
Classified Status
: Classified
Bargaining Unit/Union
: 214 - MN Assoc of Professional Empl/MAPE
FLSA Status
: Exempt - Administrative
Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes
The work you'll do is more than just a job.
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
Join the 2,600+ professionals of Minnesota IT Services (https://mn.gov/mnit/about-mnit/careers/) (MNIT) who connect Minnesotans to services that will improve their lives. This position serves our partners at Minnesota’s largest state agency, the Department of Human Services (DHS). The MNIT DHS team supports complex and varied technical needs, including systems that provide health care coverage, deliver child protection and welfare services, and provide support for Minnesotans with special needs including mental illness, chemical dependencies, and physical or developmental disabilities.
As a Customer Relationship Manager (CRM) System Administrator, you will provide expert technical services to manage and support the CRM Contact Management software utilized by the Department of Human Services (DHS) and MNSure contact centers. Currently, the platform in use is Microsoft Dynamics 365 Customer Service, which serves as the backbone for contact management, call center operations, help desk functions, and incident management. Your role will be essential in ensuring the ongoing support and development of these critical areas, playing a key part in the successful execution of the mission for DHS and MNSure.
This position is currently eligible for full-time telework:
Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota.
Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.
Additional posting details:
This position was previously announced on 08/27/2024. If you previously applied for this job, you do not need to reapply.
Minimum Qualifications
Candidates must clearly demonstrate all of the following qualifications in their resume.
Resume tips here. (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp)
:
Position requires a minimum of four (4) years of IT related experience with Microsoft Dynamics 365 Customer Service or a similar CRM platform.
Experience must include:
Proven experience in managing, configuring, and supporting CRM systems.
Proficiency in CRM software administration, including user management, configuration, and troubleshooting.
Basic knowledge of SQL and database management.
Experience with CRM integrations and data migration.
Strong analytical and problem-solving skills with the ability to troubleshoot and resolve technical issues.
Ability to deliver effective verbal or written messages that facilitate a mutual understanding on both parties.
Customer service skills that include active listening, empathy, and problem-solving.
A master’s degree in Information Technology or an IT related field substitutes for three (3) years of experience, OR an IT related bachelor’s degree substitutes for two (2) years, OR an IT related associate’s degree substitutes for one (1) year.
Preferred Qualifications
Microsoft Certified: Dynamics 365 Fundamentals, Dynamics 365 Functional Consultant, Dynamics 365 Developer, or similar certification.
Demonstrated experience with advanced CRM features, including customization, automation, and reporting.
Advanced proficiency in CRM software administration and customization.
Experience with additional tools such as Power BI, Azure, or other related technologies.
Knowledge of scripting or programming languages for automation and customization.
Experience in project management or leading CRM implementation and upgrade projects.
Ability to mentor junior staff and lead initiatives related to CRM enhancements and process improvements.
Additional Requirements
It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:
SEMA4 Records Check (applies to current and past state employees only)
Criminal History Check
Reference Check
Social Security and Address Verification
Education Verification
Other legally required checks
Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicants for work visas, including F-1 STEM OPT extensions.
All applicants must be legally authorized to work in the United States.
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.
Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.