The 311 Systems Administrator position manages the ongoing configuration and maintenance of the 311 Customer Relationship Management (CRM) and Work Order Management (WOM) system. This system must operate across multiple channels (telephone, email, social, etc.)., supporting hundreds of programs and services, for dozens of business partners within the City of Somerville. The role is responsible for working facilitate optimization to the 311 Contact Center’s CRM/WOM system and affiliated tools.
Serving as a subject matter expert regarding CRM/WOM operations, the 311 Systems Administrator is responsible for reviewing technical specifications, procedures, and services related to Requests for Information, Services, and Feeback, related to the 311 system.
For the following 311 Service Center technical systems, the 311 System Administrator will serve as the departments Subject Matter Expert (SME), own all aspects of technical support, partnering with Information Technology (IT) colleagues when appropriate, and create/maintain relevant internal user documentation/training materials:
In addition, the 311 System Administrator will:
Education and Experience:
OR
Knowledge, Skills, and Abilities:
Knowledge:
Understanding of the following technologies:
Skills:
Professional experience with (and/or previous training in):
Ability:
Capacity to:
The work environment involves everyday discomforts typical of offices, with occasional exposure to outside elements. Noise or physical surroundings may be distracting, but conditions are generally not unpleasant. Employee may be required to work beyond normal business hours to attend evening meetings or complete work assignments.
Physical and Mental Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.
Physical Skills:
Minimal physical demands are required to perform the work. Work effort principally involves sitting to perform work tasks, with intermittent periods of stooping, walking, and standing. There may also be some occasional lifting of objects such as office equipment or photocopy paper (up to 30lbs.).
Motor Skills:
Duties are largely mental rather than physical, but the job may occasionally require minimal motor skills for activities such as moving objects, operating a telephone, personal computer and/or most other office equipment including word processing, filing and sorting of papers.
Visual Skills:
Visual demands require constantly reading documents for general understanding and analytical purposes.
Hours: Mon-Weds 8:30am-4:30pm; Thurs 8:30am-7:30pm; Fri 8:30m-12:30pm
Union: Non-Union
Salary: $92,006.73 annualized + benefits
Date Posted: May 15, 2023
City of Somerville residents are especially encouraged to apply.
The City of Somerville is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, sex, religion, age, national origin, disability or any other protected category. Women, minorities, veterans, and persons with disabilities are encouraged to apply.
Auxiliary aids and services, written materials in alternative formats, and reasonable modifications in policies and procedures will be provided to qualified individuals with disabilities free of charge, upon request. Persons with disabilities who need auxiliary aids and services for effective communication (i.e., CART, ASL), written materials in alternative formats, or reasonable modifications in policies and procedures in order to access the programs, activities, and meetings of the City of Somerville should please contact Adrienne Pomeroy at 617-625-6600 x 2059 or apomeroy@somervillema.gov.
To better protect the health and safety of staff and the public, all City of Somerville employees must be fully vaccinated against COVID-19 as of November 1, 2021. Exemptions and/or reasonable accommodations are not guaranteed and will be reviewed by the City of Somerville Human Resources Department on a case-by-case basis. Learn more at www.somervillema.gov/HR/COVID19.
Benefits listed are for benefits-eligible positions and the above information is meant to be a general overview of the benefit programs offered by the City of Somerville and not a binding contract.
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