Marketing BA/PM

A client is seeking a Marketing Workflow Administrator in the Atlanta, GA area. Responsibilities include:

Job Title:
Marketing Technology, Workfront Management Marketing Operations Specialist

Workflow Operational Support
Seeking a skilled and dedicated Workflow Management Support Contractor to join our team. As a Workflow Management Support Contractor, you will be responsible for providing timely and efficient support to our content teams, ensuring seamless operations and enabling them to leverage the capabilities of Workfront and Frame.io effectively. Your expertise in Workflow Management, proofing, and Marketing will play a critical role in training end users, writing documentation, resolving common issues, answering questions, and ensuring a standardized user experience. Expertise in defining data models and business processes will play a crucial role in supporting upcoming projects within the Workflow team.

Responsibilities:
Act as the liaison between the technology and business (marketing) groups to help with process documents and training materials as we roll out Adobe Workfront to the organization
Respond promptly and professionally to inquiries, providing technical support and troubleshooting assistance.
Diagnose and resolve issues reported and escalate complex problems to appropriate teams when necessary
Collaborate closely with cross-functional teams, including Marketing, Adobe Product Management to address support-related issues and provide feedback
Create and maintain detailed documentation, including FAQs, troubleshooting guides, and knowledge base articles, to empower content teams to independently resolve common issues
Conduct training sessions, ensuring users are equipped with the necessary skills to effectively use Workfront and leverage its features and capabilities
Stay current with the latest updates, features, and enhancements in Adobe Workfront, and proactively communicate this information to content teams to maximize their productivity and efficiency
Monitor support tickets and track progress, ensuring that all requests are addressed in a timely manner and within the agreed-upon service level agreements (SLAs)
Identify patterns or trends in support requests and provide feedback to management for continuous improvement of the Adobe platform
Collaborate on change management plans and data model development and definitions.

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Requirements:
Strong experience in Workflow management, including an understanding of its features, capabilities, functionality and best practices
Proven track record in providing technical support or customer service in a similar role
Excellent problem-solving skills and the ability to diagnose and resolve technical issues effectively
Good communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals
Detail-oriented with the ability to document troubleshooting steps and create user-friendly support materials
Proactive and self-motivated, with the ability to work independently and prioritize tasks effectively
Strong collaboration skills, with the ability to work effectively with cross-functional teams
Flexibility to adapt to changing priorities and handle multiple support requests simultaneously

Key Characteristics
Enjoys operations and supporting end users: This individual finds fulfillment in ensuring that systems and processes run smoothly and that end users have a seamless experience. They thrive on troubleshooting issues and providing timely support to resolve any technical or operational challenges that arise.
Focused on the end user's success: Beyond just providing support, this Individual is deeply invested in the success and satisfaction of the end user. They understand that the ultimate measure of their effectiveness lies in how well they enable users to achieve their goals and complete tasks efficiently.
Training/teaching mentality: This Individual sees every interaction as an opportunity to educate and empower others. They are patient and skilled communicators who can break down complex concepts into easily understandable terms. Whether it's through formal training sessions or informal guidance, they are committed to helping others learn and grow.
Helps solve problems and remove impediments: Instead of just reacting to issues as they arise, this individual takes a proactive approach to problem-solving. They anticipate potential obstacles and take steps to prevent them, but when challenges do occur, they approach them with a positive attitude and a determination to find solutions quickly.
Collaborates well: Collaboration is at the heart of this individuals approach to work. They recognize the value of different perspectives and skills, and they actively seek out opportunities to work with others to achieve shared goals. They are skilled at building rapport and fostering productive relationships with colleagues across teams and departments.
Adaptable to change and ambiguity: This associate thrives in dynamic environments where situations and requirements may evolve rapidly. They are comfortable stepping outside of their comfort zone and adapting their approach to meet new challenges. Rather than being thrown off by uncertainty, they see it as an opportunity for growth and innovation.

- Zendesk experience is a plus
- Adobe Workfront is a plus (more important to have an understanding of how Marketing groups function/overall marketing organization workflow and PM abilities over Workfront. If candidate has this AND Workfront, huge plus)

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.