Technical Business Relationship Specialist and Department Solutions Team

About the role

The IT Specialist 3 (Low-Code Solutions Specialist / Department Solutions Advisor) leads and delivers all low-code, no-code, CRM, workflow automation, reporting, dashboard, and AI-assisted application work for the Technical Business Relationship Management and Department Solutions Team. This position is the team's sole technical lead for low-code delivery, combining solution design leadership, platform governance, and hands-on application configuration in a single role.

Responsibilities

• Serve as the sole technical lead for approved low-code, no-code, CRM, workflow automation, reporting, and AI-assisted application delivery.
• Establish and maintain standards for application design, naming conventions, data structure, role-based access, permissions, dashboards, forms, reports, workflows, automation, documentation, and support handoff.
• Determine whether a department request is appropriate for an approved low-code platform (see Platform Experience below), an existing service, or formal project intake, and support platform-neutral recommendations based on the business requirement.
• Create and maintain reusable templates for common department needs such as intake tracking, case tracking, program management, contact management, inventory tracking, approval routing, reporting, and dashboards.
• Ensure solutions adhere to enterprise data standards, platform governance, and reusable design patterns.
• Build and configure applications using approved low-code, workflow automation, CRM, dashboard, reporting, and business application platforms.
• Create and update tables, fields, forms, reports, dashboards, roles, permissions, notifications, automations, and workflows.
• Support CRM-style tracking tools, intake forms, case tracking tools, program management tools, inventory tracking, document tracking, and reporting solutions.
• Aid with data imports, exports, cleanup, and validation; support basic data modeling, data quality checks, and identification of integration needs.
• Configure automation and business process improvements where appropriate.
• Troubleshoot application issues, assist with user questions, and complete approved enhancement requests and application updates.
• Use approved AI-assisted configuration tools to accelerate prototyping and design, while validating outputs for accuracy, security, accessibility, and supportability.
• Provide accurate, current feature summaries for each approved platform, reflecting the City's current licensing tier, for inclusion in the service catalog.
• Participate in department meetings when application requirements or user feedback are being discussed.
• Help departments understand how configured solutions support their business processes, and provide clear explanations of application functionality to non-technical users.
• Gather user feedback during testing and implementation.
• Assist with training department users, and support a professional, customer-centered service experience.
• Support AI-assisted prototyping or application design where approved by OIT governance.
• Review AI-assisted outputs for accuracy and escalate concerns related to security, data privacy, accessibility, or supportability.
• Support change-management activities including user communication, adoption planning, and post-launch reinforcement.
• Work with Technical Relationship Managers and department stakeholders to understand and translate department requirements into functional and technical specifications.
• Document workflows, data fields, users, roles, reports, dashboards, notifications, and approval steps.
• Support prototype development and configuration changes.
• Identify potential usability, access, reporting, or workflow issues, and recommend improvements to simplify and strengthen application design.
• Participate in solution intake, prioritization, and governance reviews to ensure alignment with departmental needs and OIT standards.
• Escalate technical concerns or scope issues that exceed the position's authority through the team's established escalation process.
• Lead user acceptance testing, including verifying that forms, reports, dashboards, permissions, notifications, and workflows function as intended.
• Document testing results and resolve or escalate issues as needed.
• Support implementation readiness and launch activities.
• Develop and maintain application documentation and user guides; produce clear, structured documentation to ensure long-term maintainability and supportability.
• Provide post-implementation support and support transition to ongoing maintenance and support processes.
• Convert user guides and administrator guides into training-ready materials.
• Review training materials developed by OIT's training team for technical accuracy before delivery, and support training delivery as needed.
• Maintain documentation thorough enough to support continuity of application support during planned or unplanned absence, given that this position is the team's sole low-code technical resource.

Requirements and Design Support

• Follow OIT standards for application design, security, data handling, accessibility, documentation, and supportability.
• Ensure user roles and permissions are configured based on approved access requirements.
• Document application structure, key workflows, reports, dashboards, and administrative procedures, and maintain records of configuration changes and enhancement requests.
• Identify possible data sensitivity, security, or support concerns, and platform limitations or integration issues, and escalate them through the team's established escalation process.
• Track application performance, adoption, support needs, and enhancement requests across the full department portfolio.
• Help build internal low-code knowledge and sustainable delivery practices.
• Monitor personal workload and request volume across all assigned departments, and flag when demand exceeds sustainable delivery capacity so that timelines, prioritization, or additional support can be addressed.

Platform Experience

• Quickbase
• Microsoft Power Platform
• Power Apps
• Power Automate
• Power BI
• Power Pages
• Copilot Studio
• Salesforce Platform
• Microsoft Dynamics 365
• Creatio
• Airtable
• Enterprise SmartSuite
• Retool
• Appian
• Mendix
• OutSystems
• ServiceNow, where appropriate
• AI-assisted application builders
• AI-assisted CRM tools
• Comparable approved low-code, no-code, workflow, CRM, or reporting platforms