Coordinate configuration releases, including change documentation, deployment readiness, rollback planning, and post-release validation.
Support UAT for platform updates and enheancements by executing test scripts, validating configuration behavior, documenting outcomes, and coordinating handoffs to IT or technical teams when development changes are required.
Self-Service Enablement & Template Management
Maintain reusable templates and configurable components that enable marketers to complete approved content updates independently.
Define and enforce self-service guardrails, including permitted user changes, locked elements, approved assets, and escalation criteria.
Manage the end-to-end template lifecycle, including intake, assessment, configuration, testing, publication, versioning, retirement, and archival.
Maintain a centralized template inventory and periodically review templates for usability, accuracy, compliance, duplication, and continued relevance.
Workflow Operations & Issue Resolution
Monitor content authoring and automation workflows (template activation, content creation, creative assembly, and downstream handoffs) to ensure stable execution and timely throughput.
Troubleshoot platform issues using configuration‑level fixes where applicable; identify and escalate defects or enhancement needs that require technical development.
Log, track, and close incidents and service requests within defined SLAs; communicate status, risks, and escalation paths to stakeholders.
Monitor automation failures and workflow exceptions, maintain contingency procedures, and coordinate resolution with IT and vendors.
Governance & Compliance Execution
Configure and uphold governance controls within the platform, including metadata standards, workflow controls, template versioning, naming conventions, and status protocols.
Perform routine platform health checks, monitoring, and log reviews to support audit readiness and operational compliance.
Perform periodic access and permission reviews with business owners and maintain evidence of approvals and corrective actions.
Flag inconsistencies, policy deviations, or operational risks and coordinate corrective actions through configuration updates or escalation to onshore owners and IT.
Onshore Collaboration & Workload Coordination
Establish operational readiness criteria for new templates, capabilities, integrations, and platform enhancements before launch.
Manage a prioritized administration backlog for configuration changes, templates, workflow improvements, and enhancement requests.
Partner with U.S.‑based platform business owners and operations leads to align priorities, complete configuration work, and provide feedback for future requirements.
Support smooth operational handoffs between offshore administration, onshore business owners, and IT by clarifying configuration‑based fixes versus technical development needs.
Provide visibility into progress, risks, dependencies, and platform issues requiring escalation or vendor support.
User Support & Training Enablement
Provide day‑to‑day user support for marketing, agency, and operations teams, including access requests, template usage guidance, and first‑line triage of platform issues.
Maintain SOPs, quick reference guides, and training materials to support onboarding, compliant usage, and consistent execution of configured workflows.
Assist with training sessions, demos, and communications related to platform changes; collect user feedback and route enhancement requests through appropriate channels.
Monitor adoption, user feedback, recurring support needs, and workflow drop-off points to improve templates, guidance, and platform usability.
System Optimization & Integration Support
Identify workflow challenges, template gaps, and opportunities to improve platform usability and efficiency through configuration enhancements.
Participate in testing, documentation, and rollout activities for platform enhancements and integrations.
Support coordination with IT on integration dependencies, validate configuration behavior, and monitor upstream/downstream handoffs.
Monitor license utilization and coordinate vendor cases, including defect documentation, evidence collection, resolution tracking, and solution validation.
Performance Tracking & Reporting
Review and analyze operational metrics such as issue resolution times, workflow performance, template usage, and user adoption trends.
Partner with analytics teams to support dashboards and summaries that provide visibility into platform health and content operations performance.
Highlight recurring issues or trends that may require configuration updates, process improvements, or technical development.
Qualifications & Skills
Required
Bachelor’s degree in Information Systems, Technology, Digital Operations, or a related field.
5+ years of experience supporting content platforms, creative operations systems, or automation‑enabled production environments.
Hands‑on experience with platform configuration, template management, or workflow‑based systems.
Strong working knowledge of Adobe solutions, DAM platforms (AEM or equivalent), and content production systems (e.g., Veeva Vault).
Strong attention to detail, data accuracy, and content governance.
Ability to manage multiple priorities in a global or matrixed organization.
Preferred
Familiarity with AI‑assisted or automation‑enabled content authoring tools.
Experience supporting self‑service platforms for marketers or business users.
Exposure to regulated marketing environments and compliance‑driven workflows.
Strong communication and collaboration skills across technical and business teams.
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