Join the 2,600 professionals of Minnesota IT Services (MNIT) who connect Minnesotans to services that will improve their lives. This position serves our partners at Minnesota’s largest state agency, the Department of Human Services (DHS). The MNIT DHS team supports complex and varied technical needs, including systems that provide health care coverage, deliver child protection and welfare services, and provide support for Minnesotans with special needs including mental illness, chemical dependencies, and physical or developmental disabilities.

Job Summary

As a Customer Relationship Manager (CRM) System Administrator, you will provide expert technical services to manage and support the CRM Contact Management software utilized by the Department of Human Services (DHS) and MNSure contact centers. Currently, the platform in use is Microsoft Dynamics 365 Customer Service, which serves as the backbone for contact management, call center operations, help desk functions, and incident management. Your role will be essential in ensuring the ongoing support and development of these critical areas, playing a key part in the successful execution of the mission for DHS and MNSure.

This position is currently eligible for full-time telework:

• Telework for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota.
• Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.

Qualifications

Position requires a minimum of four (4) years of IT related experience with Microsoft Dynamics 365 Customer Service or a similar CRM platform.

Experience must include:

• Proven experience in managing, configuring, and supporting CRM systems.
• Proficiency in CRM software administration, including user management, configuration, and troubleshooting.
• Basic knowledge of SQL and database management.
• Experience with CRM integrations and data migration.
• Strong analytical and problem-solving skills with the ability to troubleshoot and resolve technical issues.
• Ability to deliver effective verbal or written messages that facilitate a mutual understanding on both parties.
• Customer service skills that include active listening, empathy, and problem-solving.

A master’s degree in Information Technology or an IT related field substitutes for three (3) years of experience, OR an IT related bachelor’s degree substitutes for two (2) years, OR an IT related associate’s degree substitutes for one (1) year.

Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicants for work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States.