Information Systems Specialist Digital Access and CRM

Overview

Sheffield City Council is undergoing a digital transformation to modernise how services are delivered. As CRM Specialist, you will lead advanced CRM development, integrations and digital service enhancements that support major transformation programmes. You will translate business needs into technical solutions and work with cross-functional teams to deliver secure, accessible resident-facing digital services. You drive continuous improvement and governance to enhance customer experience and service delivery. This is a pivotal role shaping the future of digital public services with meaningful impact.

Pay / Benefits

• flexible working opportunities
• generous holiday entitlement
• guaranteed interview scheme for certain groups
• stable full-time hours
• salary at bottom of grade with potential advancement
• commitment to equality and inclusion

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

Key requirements

• 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

• stakeholder engagement
• clear communication
• problem-solving
• CRM platform tooling
• JavaScript
• JSON

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