Systems Support Officer

Description of Role:

•Provide support to key staff in relation to the CRM system; ensuring system access; required changes are made in a timely fashion and issues are addressed.
•Work with ICT to identify system errors and agree resolution
•Ensure users are kept informed of changes and issues
•To assist with service improvement activity and the development, maintenance and implementation of ICT solutions
•Implementation and maintenance of effective mechanisms for collating and reporting management information
•Support the development and delivery of training programmes.

Duties and Responsibilities:

Listed below are the responsibilities this role will be primarily responsible for:
•Supporting the development and implementation of contact channels for customers; in particular the e-enablement of access to services
•Providing the CRM support function for all users of the system
•Identifying and diagnosing CRM system errors and implementing solutions
•Assisting in the identification, development and implementation of ICT solutions to improve ways of working and enhance customer information.
•Working closely with the council’s ICT and Communications team to enable access to and develop the CRM system across the organisation.

Essential Qualifications:

•NVQ Level 3or equivalent in a relevant subject

Experience:

•Proven experience in a system development /support role
•Experience of introducing new systems or new ways of working.
•Proven experience of working with CRM systems and functionality