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.

Essential Functions:

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:

• Customer Request Management (CRM) system used to record incoming service/information requests and feedback reported by constituents and internal employees.
• Work Order (WO) management system used to create, assign, and track all service request related work order tickets.
• Automatic Call Distributor (ACD) system used to route incoming telephone calls, emails, and website chat requests to 311 Service Center agents and after-hour vendor support agents.
• Desktop telephone interface used by 311 Service Center agents to receive/place telephone calls.
• Workforce performance tool used to record 311 Service Center telephone calls for quality assurance (QA) and training purposes.
• Reporting and dashboard tools included in the 311 Service Center technical systems (described above).
• Office productivity software used for 311 Service Center team for basic communication, collaboration, and work management purposes.

In addition, the 311 System Administrator will:

• Serve as a Technical Liaison to cross-department service partners, City leadership and Information Technology (IT).
• Support implementation and maintenance of 311 Service Center technical systems integration with adjacent City technology platforms (ex. Microsoft 365, Microsoft Power Platform) and hardware (ex. iPads, laptops), again partnering with IT colleagues when appropriate.

• File and track work orders (through to completion) submitted internally to the City’s IT team or externally to relevant vendors related to 311 Service Center technology.
• Research and present recommendations for new 311 Service Center technology systems, as needed.

Recommended Minimum Qualifications:

Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or related field AND Three (3) years’ professional experience in IT, Help Desk or Service Center system management.

OR

• Any equivalent combination of education, training certifications and professional experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Knowledge, Skills, and Abilities:

Knowledge:

Understanding of the following technologies:

• Customer service contact center technologies:
  • Customer Request Management (CRM) systems
  • Work Order (WO) management systems
  • Automatic Call Distributor (ACD) systems
  • Desktop telephone interface
  • Reporting and dashboard tools
  • Knowledge share (wiki) systems
• Cloud and Software as a Service (SaaS) software systems
• Web Application Programming Interfaces (APIs)
• Command-line scripting shell languages and tools
• Relational database systems (RDB)
• Project management approaches (ex. Agile, Kanban, Waterfall)
• CRM related Geographic Information System (GIS) needs

Skills:

Professional experience with (and/or previous training in):

• CRM administration
• Microsoft platform/applications administration (ex. Microsoft Azure Active Directory, 365 Admin Center)
• Shared file system management (ex. Microsoft OneDrive and SharePoint)
• Read/edit/write:
  • Shell scripts (ex. bash, PowerShell)
  • SQL scrips/queries
  • HTML, CSS, JavaScript/TypeScript
  • Object Oriented language (ex. Python, C#, Java)
• Navigating RDB systems and tools
• Generating/maintaining technical documentation/diagrams
• Project (and road map) management

Ability:

Capacity to:

• Embody City’s core values of Accuracy, Courtesy, and Empathy (ACE) when interacting with constituents, colleagues, and government officials.
• Seek out and traverse professional technical documentation resources.
• Learn new platform administration systems, as needed.
• Learn new programming/scripting languages, as needed.
• Communicate effectively both verbally and in writing.
• Present/explain technical concepts to non-technical audiences.
• Lead implementation of customer service contact center support strategies.
• Rely on own judgement to self-manage with limited direction, requesting assistance when necessary.

Work Environment:

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.

Pre-Employment Requirements for All Employees:

• MA Criminal Offender Record Information (CORI) clearance
• Proof of COVID-19 vaccination
• Completition of Conflict-of-Interest Law Education training for municipal employees

COVID-19 Vaccination Requirement:

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.

Overview of Benefits Somerville Offers:

• 4 weeks annual vacation (for non-union positions) union positions vary by contract
• Medical insurance through the Group Insurance Commission (GIC) - 80% of premium costs paid by City
• Dental coverage low and high plans through Cigna
• Vision care through Vision Service Plan (VSP)
• Long term disability through Sun Life
• Group and voluntary life insurance through Boston Mutual
• Health Care and Dependent Care flexible spending through Benefit Strategies
• Deferred compensation plans through a choice of three vendors
• Free, confidential services through the Employee Assistance Program (EAP) provided by E4Health
• Annual cancer screening & wellness release
• Somerville Retirement Pension System
• Tuition reimbursement
• MBTA pass program
• FREE Blue Bikes membership
• Eligible employer for the Public Service Loan Forgiveness Program (PSLF)

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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