Information Systems Officer Digital Access and CRM

The postholder will provide day-to-day development, administration and support for the Council’s Customer Relationship Management (CRM) platform, which underpins many of the Council’s customer-facing services.

The platform supports the management of customer enquiries, service requests, online forms, digital customer journeys, and interactions between residents and front-line services. The role works primarily within core service delivery, responding to user requests, maintaining established services, and completing defined development activity, including the creation and enhancement of online forms and digital processes.

The Officer may also support programme and improvement work where this aligns with agreed priorities and available capacity, helping to deliver efficient, accessible and customer-focused services for residents., * 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 in line with governance, testing and deployment processes.
• Manage user access, permissions and security controls in accordance with 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 activities.
• Work collaboratively with colleagues, service areas and suppliers to deliver effective digital solutions.
• Identify service improvements and support the continuous enhancement of systems, processes and customer experience.
• Prioritise and manage workload to balance operational support with development and project activities., The postholder will normally work from agreed priorities, requirements, procedures and technical standards, with guidance available from Specialists and the Team Manager. Within those parameters, the Officer is expected to organise assigned work, investigate requests, apply technical knowledge, complete defined development and administration activities, maintain accurate records, and communicate progress.

The Officer is responsible for recognising when an issue or change exceeds their knowledge, authority or level of risk and for escalating it appropriately. The principal focus is reliable core service delivery, with contribution to programme activity where assigned.

• Experience supporting and administering CRM platforms and digital services.
• Ability to develop, configure and maintain online forms, workflows and business processes.
• Knowledge of HTML, SQL, JavaScript and other relevant digital development tools and technologies.
• Strong troubleshooting, problem-solving and analytical skills.
• Understanding of accessibility, information security, data protection and digital service standards.
• Experience of system testing, defect resolution and quality assurance activities.
• Strong customer service, communication and stakeholder management skills.
• Ability to manage competing priorities and deliver work to agreed deadlines.
• Ability to work independently while recognising when issues require escalation or specialist support.
• Commitment to continuous improvement, learning and knowledge sharing.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.

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.