BUSINESS SERVICES AND INFORMATION MANAGER

JOB DESCRIPTION:
The Business Services and Information Manager will provide support to users throughout the Agency and at partner locations for policies and processes related to NYC Business Solutions service delivery and for use of Siebel CRM on Demand, the Agency’s system for managing business and service information. Key responsibilities include identifying and filling gaps in policy and process documentation, conducting training, coordinating necessary system enhancements, and knowledge management. The successful candidate will work independently and with key stakeholders to strengthen and reinforce the continued integration and interdependence between users of the Siebel CRM on Demand system.

* Respond to questions related to system use policies: Coordinate with IT, program and vendor leadership to provide superior support to system users. Respond to user requests for assistance with correct system use and program policies. Reach resolution without referral to other parties under most circumstances. Communicate with users regarding system upgrades, maintenance, down time, and system wide issues.
* Collect requests and suggestions for enhancements and identify priorities and trends: Record issues and suggestions from users. Acquire a firm understanding of program needs and actively identify ways of improving the efficacy of the system. Gather feedback from users, and work with IT, Strategic Operations, and program management staff at SBS to ensure that high value enhancements are considered and prioritized for implementation and that issues with the system are dealt with as they arise.
* Coordinate implementation of routine systems changes: Work with program managers requesting minor adjustments to determine what needs to change within Siebel CRM On Demand, which user groups need to be informed or trained, and what resources need to be updated (user guides, policy documents, website content, etc.) Ensure that changes are coordinated, communicated and implemented without unnecessary disruption to program operations.
* Develop system documentation and provide training: Develop in-depth knowledge of system functionality, our current configuration, and best practices for the users. Facilitate communication and coordination between different groups using the system. Create, update, and disseminate documentation and training materials for the system. Develop and maintain user guides with detailed examples and thorough explanations of functionality. Identify opportunities to convert individual user’s tacit knowledge of the system into explicit knowledge for all users. Maintain strong relationships in the field and conduct regular training sessions to get new users up to speed and to refresh the skills of existing users.
* Oversee data quality standards: Work with program management to develop effective standards for system usage, data entry, and data quality. Create, publicize, and maintain naming conventions consistent with agency standards throughout the system. Conduct data quality reviews to ensure that guidelines are being followed. Provide guidance and assistance to users who are not following published guidelines. Coordinate with program management and IT to ensure that the reports library is managed, and that new reports created by users are properly structured. Update data quality standards and oversee the quality of information collected and used for program management.
* Perform data analysis: Create reports and spreadsheet analysis based on customer data (in Siebel as well as in other databases) to support program strategy, operations, and performance management. Aggregate data to identify outcomes and trends. Investigate ways to simplify and shorten the process of report generation for groups currently doing complex analysis to determine program outcomes.


DESIRED SKILLS AND EXPERIENCE:
* Previous experience with training and documentation (user guides)
* Strong communication and interpersonal skills. Superior customer service skills.
* Excellent writing and presentation skills
* Ability to identify issues proactively through data analysis
* Ability to efficiently synthesize information
* Advanced Excel skills, including use of advanced formulas, pivot tables, and macros
* High comfort level leveraging technology tools to drive business results
* Experience with Siebel CRM On Demand preferred
* Interest in driving programmatic change and enhancing service delivery through superior support


QUALIFICATION REQUIREMENTS:
1. A baccalaureate degree from an accredited college and two years of experience in the areas described in above.
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area to the duties as described above.

Salary range for this position is: $45,000 - $55,000 per year

To apply, please email a 2-3 page writing sample along with your resume and cover letter including the following subject line: Business Services and Information Manager to:

careers@sbs.nyc.gov
Resumes without a writing sample will not be reviewed.

If you do not have access to email, please mail a cover letter & resume to: NYC Department of Small Business Services
Human Resources Unit
110 William Street
New York, New York 10038