*Must pass a drug test and background check once offered position*
Job Description
They need this person to come in and execute processes they've defined in their Tenant Playbook for AEM, Workfront, Eloqua, CDP, CPM, CaaS, and AJO that includes:
Managing support ticket tracking, escalation, and reporting
Acting as triage / first-line manager for existing user enhancement requests and product questions support
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
Onboard new users in AEM, Workfront, Eloqua, and AJO platforms, help with user adoption activities
Expand training material library for AEM, Workfront, Eloqua, and AJO and develop user community forum and documentation center
Provide operational support for DXP platforms to ensure product quality standards are met:
Create and regularly update a product metrics dashboard that tracks user adoption, use case enablement, value produced, and quality/performance of each platform.
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).
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
