Working Title: CRM System Administrator
Job Class: Information Technology Specialist 4
Agency: Minnesota IT Services
Job ID : 87312
Location : St. Paul
Telework Eligible : Yes
Full/Part Time : Full-Time
Regular/Temporary : Unlimited
Who May Apply : Open to all qualified job seekers
Date Posted : 07/04/2025
Closing Date : 07/14/2025
Hiring Agency/Seniority Unit : Minnesota IT Services
Division/Unit : Human & Social Digital Services / Service Delivery & Management
Work Shift/Work Hours : Day Shift
Days of Work : Monday - Friday
Travel Required : No
Salary Range: $36.52 - $60.24 / hourly; $76,253 - $125,781 / annually
Job Class Option : Systems Software
Classified Status : Classified
Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE
FLSA Status : Exempt - Administrative
Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes
The work you'll do is more than just a job.
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
Join the 2,800+ professionals of Minnesota IT Services (https://mn.gov/mnit/about-mnit/careers/) (MNIT) who connect Minnesotans to services that will improve their lives. This position will be part of MNIT's Human and Social Digital Services (HSDS) team, which supports agency teams at these state agencies: Department of Human Services (DHS), MNsure, the Department of Children, Youth, and Families (DCYF), and Direct Care and Treatment (DCT). The MNIT HSDS team combines development and IT operations with a DevOps approach to ensure the reliable and efficient delivery of critical technology systems that serve counties, families, and individuals across Minnesota.
As the Customer Relationship Management (CRM) System Administrator, you will play a vital role in supporting the CRM platform that powers the contact center operations for the Department of Human Services (DHS) and MNsure. The current system, Microsoft Dynamics 365 Customer Service, supports essential functions including contact management, call center workflows, help desk operations, and incident tracking. In this role, you will provide expert technical services to ensure the stability, performance, and ongoing enhancement of the CRM system. Your contributions will directly support the mission-critical work of DHS and MNsure, helping ensure efficient and effective service delivery to Minnesotans.
This position requires an employee to be onsite at the Elmer L. Andersen Human Services Building (540 Cedar Street, St. Paul, Minnesota) at least 50% of the time, with some opportunity to perform work from a telework location.
Telework (https://mn.gov/mmb-stat/policies/1422-telework-2025.pdf) for Minnesota IT Services is available on a limited basis.
Candidates residing within 50 miles of the work address listed above are eligible for telework.
Candidates residing 50 miles or more in Minnesota from the work address listed above may be eligible to telework more than 50%. Finalist requires an additional review prior to telework approval.
Candidates residing 50 miles or more from the work address in a state bordering Minnesota (Iowa, North Dakota, South Dakota, or Wisconsin) are not eligible to be hired, unless planning to relocate within 50 miles of the work location in Minnesota or more than 50 miles in Minnesota.
Minimum Qualifications
Candidates must clearly demonstrate all of the following qualifications in their resume. Resume tips here. (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp) :
Position requires a minimum of four (4) years of IT-related experience working with Microsoft Dynamics 365 Customer Service or a comparable Customer Relationship Management (CRM) platform.
Experience must include:
Demonstrated expertise in administering, configuring, and supporting CRM systems in a professional IT environment.
Proficiency in CRM system administration tasks, including user and role management, system configuration, and issue resolution.
Foundational knowledge of SQL and relational database management concepts.
Hands-on experience with CRM integrations and data migration processes.
Strong analytical and troubleshooting skills with a proven ability to resolve technical issues effectively.
Clear and effective communication skills, both verbal and written, to ensure shared understanding with technical and non-technical stakeholders.
Excellent customer service skills, including active listening, empathy, and the ability to resolve concerns with a solutions-focused approach.
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.
Preferred Qualifications
Current or prior certification in Microsoft Dynamics 365 (e.g., Dynamics 365 Fundamentals, Functional Consultant, Developer) or a comparable credential.
Proven experience working with advanced CRM features such as system customization, workflow automation, and reporting/dashboard development.
Advanced proficiency in CRM system administration, including configuration, customization, and performance optimization.
Experience with complementary tools and technologies, such as Microsoft Power BI, Azure services, or similar platforms.
Working knowledge of scripting or programming languages used for automation, customization, or data manipulation within CRM systems.
Experience managing or leading CRM-related projects, including system implementations, upgrades, or enhancement initiatives.
Ability to mentor junior team members and lead process improvement efforts related to CRM use and support.
Additional Requirements
It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:
SEMA4 Records Check (applies to current and past state employees only)
Criminal History Check
Reference Check
Social Security and Address Verification
Education Verification
Other legally required checks
Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicant for work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States.
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.
Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.
