IT Specialist 3

Company Description

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia's businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city's technology assets and the return on the city's technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

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. It contributes to enterprise standards, scalable solution patterns, and platform governance practices that strengthen the City's low-code ecosystem.

This position works with Technical Relationship Managers and department stakeholders to build practical applications, dashboards, forms, reports, workflows, automations, and CRM-style tools that support department operations, applying reusable solution patterns (intake, workflow, notifications, reporting, CRM tracking) across multiple platforms, from initial design through configuration, testing, training, and ongoing support.

The role is both technical and department-facing. The position sets and maintains the team's low-code standards, evaluates platform fit, participates in requirements discussions and department discovery, supports application configuration, assists with testing and training, documents solutions, builds and maintains service catalog technical content, partners with OIT's training team, and supports change management, user adoption, and communication activities to ensure successful implementation.

Job Description

Essential Functions (but not limited to)

• Low-Code Solution Leadership and Standards
• 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.
• Application Configuration and Support
• 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.
• Service Catalog: Technical Content
• Provide accurate, current feature summaries for each approved platform, reflecting the City's current licensing tier, for inclusion in the service catalog.
• Gather and validate feature and configuration details for platforms used by assigned departments to support catalog accuracy.
• Flag license or seat availability issues observed during configuration work.
• Flag platform limitations that should be reflected in the catalog's guidance on when a tool is not the right fit.
• Department-Facing Support
• 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.
• Requirements and Design Support
• 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.
• Testing and Implementation
• 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.
• Training Partnership
• Serve as the technical content lead when a platform crosses an established adoption threshold and is handed to OIT's training team for standing training coverage.
• 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.
• Governance and Documentation
• 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.
• Continuous Improvement and Delivery Capacity
• Identify common application patterns across departments and recommend reusable components and standard application models.
• Support improvements to low-code governance, delivery methods, documentation, and support processes.
• Track application performance, adoption, support needs, and enhancement requests across the full department portfolio.
• Platform Experience
  The IT Specialist 3 should have working knowledge of, or the ability to learn, platforms such as:
• 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

Qualifications

Required Knowledge, Skills, and Abilities

• Working knowledge of low-code or no-code business application platforms.
• Ability to configure forms, reports, dashboards, workflows, tables, fields, permissions, notifications, and automation.
• Understanding of CRM-style tracking, business process improvement, and user-centered application design.
• Ability to translate documented requirements into configured application features.
• Ability to evaluate platform fit based on business requirements, data model, user roles, security, integration needs, reporting, licensing, and support model.
• Ability to support AI-assisted prototyping or configuration within approved standards, and to validate AI-assisted outputs for security, privacy, accessibility, and supportability risk.
• Ability to explain platform capabilities and limitations to non-technical stakeholders, including for inclusion in a service catalog.
• Ability to convert technical documentation into training-ready materials in partnership with a separate training function.
• Ability to independently prioritize and manage a full portfolio of department requests without a dedicated backup resource.
• Strong troubleshooting, documentation, training, and customer service skills.
• Ability to communicate clearly with department users and technical staff.
• Ability to follow standards for data security, accessibility, user access, application documentation, and change management.
• Strong attention to detail, and ability to manage multiple assignments and meet established timelines.
• Commitment to secure, supportable, and well-documented solutions.

Minimum Qualifications

• Bachelor's degree in computer science, information technology, business administration, or a related field, or equivalent professional experience.
• Minimum of 3-5 years of experience configuring low-code, no-code, CRM, or workflow automation platforms.
• Experience establishing technical standards, reviewing others' work, or serving as a technical lead is preferred given the sole-technical-owner scope of this role.

Preferred Experience

• Experience with platforms such as those listed under Platform Experience or comparable business application platforms.
• Experience creating dashboards, reports, forms, workflows, notifications, case tracking tools, CRM-style tools, or operational applications.
• Experience with automation capabilities such as Power Automate, Power BI, Salesforce Flows, Dynamics workflows, or Airtable automations.
• Experience with AI-assisted application builders, AI CRM tools, prompt-based configuration, or AI-supported workflow design.
• Experience assisting with user testing, training, documentation, or application support.
• Familiarity with data imports, exports, formulas, automation, integrations, or APIs.
• Experience working with public-sector departments, business operations, or customer-service teams.

Additional Information

Salary: $80,000-$90,000

Salary cannot exceed $90,000

We're interested in hiring the best possible candidate for the role. We recognize that experience, education, and qualifications can be attained in a variety of ways and that many skillsets are transferable. If you feel you're a good fit, please don't hesitate to apply.

Please include:

• Resume
• A cover letter

Please note: Applications will not be considered without a cover letter.

Did you know?
• We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

• We offer Comprehensive health coverage for employees and their eligible dependents
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire
Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race,
ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at View phone number on click.appcast.io or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website: