Job Details

• Responsible for supporting business stakeholders, including relationship management, answering support questions, light troubleshooting of potential issues, and performing user trainings
• Guiding the day-to-day activities of a team of remote business analysts supporting multiple systems across different disciplines
• Participate in larger organizational Product Operations initiatives, such as crafting evergreen documentation, executing strategic communication plans, and defining processes that contribute to an improved team working culture
• Own communication to product end users, including feature release notes, project-specific updates, and other general announcements
• Create internal and customer-facing root cause analysis reports for critical outage incidents
• Be a platform expert that can perform an analysis on customer requests, identify and documenting patterns and trends to share with Product and Engineering teams for potential system improvements
• Provide periodic updates/presentations on metrics and initiatives to leadership and business partners.
• Perform any other duties needed to help achieve Business Objectives for the Product Operations team

Basic Qualifications Requirements and skills
• Minimum 2-3 years of experience in a professional role, preferably supporting clients in a technology/product environment
• Experience working within a defect management process, providing a link between Product/Engineering and end users
• Strong communication skills, with a bent towards customer service, and an ability to navigate both internal and external stakeholders, as well as an ability to distill technical information accurately, and convey it (verbally and/or written) to business partners and internal technology teams
• Experience with a variety of systems within Enterprise Platforms, including Content, Asset, and Metadata Management, as well as Content Distribution
• Experience crafting a range of documents, from documentation/operational guides to formal announcements/release notes
• Energetic self-starter with a technical aptitude and a logical approach to problem solving
• Strong prioritization and organization skills with experience juggling time-sensitive requests from multiple business partners
• Demonstrate determination in finding solutions to complex puzzles
• Enthusiastic about helping people, solving problems, and championing products
• Ability to work in a fast-paced, dynamic and matrixed organization, executing on several initiatives concurrently while balancing competing priorities

Required Education BS