Description
We are looking for a CMS Operations and Support Specialist to join our Consumer & Developer Experience (CDX) organization, on the Platform Administration & Governance team.
As the CMS Operations and Support Specialist, you will be the frontline champion for our proprietary Content-as-a-Service (CaaS) platform, and its users, within our Foundry ecosystem. You will be the guardian of our platform's operational hygiene and a critical force multiplier for Foundry's product and engineering teams.
Platform Support and User Advocacy
- Frontline Support: Own our Foundry Support Slack channel, managing an average of 30–50 Tier 1 requests per week.
- Intake & Escalation Management: Smoothly transition complex issues to Tier 2 Jira tickets.
- Daily Check-Ins & Triage: Lead the daily support check-ins, triage Tier 2 Jira tickets, and update the Confluence project board.
Operational Governance & Access Control
- Access Management: Manage and approve user access requests.
- Onboarding Execution: Support the rollout of our redesigned onboarding process.
- Governance Policing: Actively monitor for duplicate or "ghost" domains and inactive users.
Agile Ceremonies & Data Hygiene
- Sprint & Jira Hygiene: Own backlog grooming, board maintenance, and the opening/closing of sprints.
- KPIs & Dashboard Upkeep: Maintain our Slack and KPI dashboards.
- Feedback Ingestion: Monitor the in-platform feedback widget, triaging submissions and tagging key themes.
Additional Responsibilities
- Customer Communications: Draft and distribute the Foundry newsletter, release notes, and regular system status updates.
- Knowledge Management: Maintain and update our self-service documentation, decision-tree guides, and chatbot datasets.
- Training Logistics: Coordinate the scheduling and materials for team webinars and training sessions.
Basic Qualifications
- Bachelor's Degree or Military experience.
- At least 4 years of experience managing user access controls or account permissions.
- At least 2 years of experience administering enterprise content management systems.
Preferred Qualifications
- 5+ years of platform management or CMS operations experience.
- 5+ years experience in a marketing role.
- 5+ years of experience in financial services, or another highly regulated industry.
- 2+ years of experience evaluating or implementing GenAI, automation, or new technology integrations within a marketing ecosystem.
The minimum and maximum full-time annual salaries for this role are: Sales Territory: $109,900 - $125,400 McLean, VA: $120,800 - $137,900 Riverwoods, IL: $109,900 - $125,400 Richmond, VA: $109,900 - $125,400