Digital Operations Analyst- Must be on our w2

Title: Digital Operations Analyst

Duration: 7 Months

100% remote

Execute processes we ve defined in our Tenant Playbook for assigned digital experience platforms that includes:

o Manage support ticket tracking, escalation, and reporting

o Act as triage / first-line manager for existing user enhancement requests and product questions support

o Route and manage invoice payments with Finance team, tracking expenses in various reporting forums, charging back expenses to user-departments as defined by FinOps procedures

o Onboard new users, help with user adoption activities

o Expand training material library for platforms and develop user community forum and documentation center

• Provide operational support for digital experience platforms to ensure product quality standards are met:

o Create and regularly update a product metrics dashboard that tracks user adoption, use case enablement, value produced, and quality/performance of each platform.

o Identify and track licensed product usage and performance including SLA compliance (support tickets, up-time of software) and usage compliance (monitor to ensure we stay under our license caps).

o Enforce governance policies for end-users and tenants in the system, facilitating change control boards for configuration management decisions and auditing platform activities to ensure end-users are staying in guidelines we define for each platform

Required Experience:

• Experience creating and running reports, training users, support experience, experience with hands-on usage of digital experience platforms like Email Campaign Management, Journey Orchestration, Project Management software, workflow tools, campaign managers.
• Experience with user adoption activities like soliciting future users needs, mapping those needs to existing features in a tool, and providing configuration requirements to platform run teams to setup new user groups in a platform.
• Vendor management experience, particularly in software-as-a-service vendors.

Education:

-Bachelor's Degree (business, engineering, statistics, health care or related field) and two (2)+ years of relevant analyst role experience.
OR
-High School Diploma/GED and six (6)+ years relevant experience.

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