Crm Development Manager

Job Description

FOR OTI EMPLOYEES ONLY

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov to learn more.

We are looking for a CRM Development Manager to lead a CRM application development team, define our software development and support strategy, and drive modernization and innovation. Reporting to the Director of CRM Development in the OTI Applications division, you will oversee technical team leads and senior engineers working on critical systems, leveraging cutting-edge technologies and cloud services. As a key architect, you will play an active role in designing, implementing, and supporting solutions. In this role, you will mentor staff, foster a culture of innovation, optimize development processes, and work to reduce costs in product delivery and maintenance.

About our team: The COTS Development team, part of the OTI Applications division, manages and supports complex and sensitive applications, such as NYC 311, that provide essential services for the City of New York. These include both public-facing and internal COTS applications critical for the city's operations and communication with the public. We pride ourselves on employing modern technologies such as Microsoft Dynamics 365, Azure, Azure OpenAI, Azure Data Gateway and Azure DevOps across our application portfolio. Additionally, we build and maintain native mobile applications, and we expedite system development by leveraging SaaS products such as Microsoft Dynamics 365, Salesforce, and ServiceNow.

Responsibilities will include:
- Lead a CRM development team responsible for developing and supporting applications such as NYC 311.
- Lead a mobile development team responsible for developing and supporting the NYC 311 mobile application.
- Manage and mentor technical leads and senior developers.
- Design, develop, and enhance both new and existing software products.
- Conduct technical reviews to uphold software quality and promote best practices.
- Foster strong relationships with clients, vendors, and other OTI teams.
- Cultivate a collaborative culture and establish learning paths for team members.
- Streamline CI/CD and automation processes to boost reliability and reduce delivery time.
- Proactively prevent production interruptions, guiding the engineering support team effectively.
- Ensure compliance with processes and procedures established by service management teams.
- Collaborate with other OTI teams to build secure solutions.

HOURS/SHIFT
Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or evenings.

WORK LOCATION
Brooklyn, NY

TO APPLY
FOR OTI EMPLOYEES ONLY

Please go to and search for Job ID # 716595

Candidates must be permanent in this title or can be reached on the current civil service list.

* Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration.

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program.
Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.

OTI participates in E-Verify

COMPUTER SYSTEMS MANAGER - 1005D

Minimum Qualifications

1. A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or

2. A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

3. A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

4. A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above.

In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.

Preferred Skills

Who are you? - Loves new challenges and thrives in solving problems. - Understands the big picture. - Values autonomy, takes calculated risks, and gets stuff done. The successful candidate should possess the following: - At least 5 years' experience as a Senior or Lead Developer, with 3+ years' experience in Microsoft Dynamics CRM - Experience enabling monitoring and alerting of Dynamics CRM services. - Experience with Azure integration architecture such as Service Bus and Azure Data Gateway. - Experience with App Insights, Log Analytics, and API development. - Applied experience with migration to Dynamics CRM from other CRM applications such as Siebel. - Experience in C#, Java, or similar programming language. - Knowledge of AI/ML concepts, LLMs, and GenAI applications. Microsoft Dynamics CRM certification(s) is a plus. - Experience with mobile development is a plus.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at ;br>
Residency Requirement

New York City Residency is not required for this position

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.