CRM & IT Administrator
Category: Exempt
Pay Grade: E22
Job Code: 15072
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.
JOB SUMMARY
Performs specialized work within Pinellas County’s Destination Marketing Organization, Visit St. Pete/Clearwater (VSPC), responsible for overseeing the intersection of technology, data, and business operations. The role serves as the primary liaison between system users and VSPC’s Customer Relationship Management (CRM) platform, while also acting as the onsite network and systems administrator. Responsibilities include ensuring CRM security, data integrity, user access management, and system configuration, as well as developing automated reports, dashboards, and performance metrics to support decision-making. The position leads or supports technology-related projects, integrates change management activities into project plans, collaborates with financial and technical teams, troubleshoots system issues, and coordinates technology resources to ensure projects are delivered on time, in scope, and on budget. This role also contributes to training, documentation development, vendor coordination, and identifying operational efficiencies across programs and systems.
ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)
- Administers and optimizes CRM system operations and configurations (Simpleview CRM) ensuring and maintaining data validity;
- Translates business requirements (strategies and goals) into CRM technical solutions and system configurations;
- Analyzes potential needs and recommends improvements and/or modifications to the CRM platform;
- Leads CRM enhancements, upgrades, migrations, and vendor-supported releases, including testing, documentation, and user impact assessment;
- Contributes to project schedules, coordinates work assignments and milestones;
- Designs and maintains CRM reporting dashboards and analytics, supporting leadership decision-making and performance tracking;
- Develops, defines, and documents procedures, processes, and best practices related to CRM database;
- Provides support for additional business initiatives and technology solutions including website management via a CMS (Content Management System), website database management, key-card system, server maintenance requests, printer service needs, etc.;
- Administers system management functions including setting of individual user security roles, creating user-defined fields, account triggers, rules setup, user re-assignment, working with snapshots, and status histories;
- Interacts with contracted vendor(s) on database and related electronic application(s) in order to investigate and resolve issues as they arise;
- Diagnoses and resolves complex CRM system issues, including configuration conflicts, data integrity issues and integration errors;
- Troubleshoots technical problems with other subject-matter experts and managers and training for system users;
- Maintains knowledge of best practices and stays abreast of new developments in the industry;
- Manages database, accounts, contacts, listings, images, leads, responses, and service requests;
- Creates forms and templates, generating partner referrals and managing the fulfillment process;
- Creates and runs advanced searches, building searches with multiple filter groups, as well as using status history filters;
- Manages CRM integrations with third-party platforms (e.g., marketing automation tools, event systems, websites, reporting tools);
- Manages URL redirects and tracking mechanisms supporting CRM integrations, campaigns, and analytics;
- Liaisons between vendors and the department for service needs;
- Performs other related job duties as assigned.
QUALIFICATIONS
Education and Experience:
Four (4) years of experience in network administration/database management; or a bachelor’s degree in network administration/database management or a related field plus two (2) years of experience; occasionally a master’s degree can substitute for some or all the required previous experience in related field; or an equivalent combination of education, training, and/or experience.
Special Qualifications (May be required depending on area of assignment):
- Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.
- Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
- Other knowledge, skills, abilities, and credentials required for a specific position.
Knowledge, Skills and Abilities:
- Knowledge of network administration/database management principles, practices, and procedures;
- Knowledge of networking technology to include hardware and software, TCP-IP, VPN;
- Knowledge of invoicing items from partners that have payment requirements;
- Knowledge of data collection for media outlets for future video business;
- Knowledge of network technology and systems development life cycle (SDLC) methodologies and practices;
- Skill in training other employees to use certain software and systems;
- Skill in formulating, interpreting or implementing management policies or operating practices;
- Skill in CRM Database (e.g., Simpleview), Word, Excel, PowerPoint, SharePoint, OneDrive, Outlook and Teams;
- Ability to exercise discretion and judgment on a consistent basis;
- Ability to provide consultation or advice to management;
- Ability to authorize payments and secure goods/equipment;
- Ability to troubleshoot hardware and software issues;
- Ability to communicate effectively with staff members and partners;
- Ability to promote and maintain effective departmental, inter-departmental, and public relations.
PHYSICAL/MENTAL DEMANDS
The work is medium work which requires exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Additionally, the following physical abilities are required:
- Balancing: Maintaining body equilibrium to prevent falling while walking, standing or crouching on narrow, slippery, or erratically moving surfaces. The amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
- Crawling: Moving about on hands and knees or hands and feet.
- Crouching: Bending the body downward and forward by bending leg and spine.
- Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Grasping: Applying pressure to an object with the fingers and palm.
- Handling: Picking, holding, or otherwise working, primarily with the whole hand.
- Kneeling: Bending legs at knee to come to a rest on knee or knees.
- Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
- Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
- Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
- Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Standing: Particularly for sustained periods of time.
- Stooping: Bending body downward and forward by bending spine at the waist. Occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
- Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
WORKING CONDITIONS
Work is performed in a relatively safe, secure, and stable work environment.