Specialist Digital Marketing Operations

• Oversee the intake, prioritization, and resolution of service tickets using ITSM platforms.
• Ensure timely responses and resolutions to maintain high service quality and user satisfaction.
• Escalate complex issues to appropriate IT teams or vendors while tracking progress to resolution.

• Continuously monitor the performance and health of digital systems using monitoring tools.
• Identify and troubleshoot performance bottlenecks, ensuring minimal processing time and optimal reliability.
• Generate and analyze performance reports to recommend improvements or proactive maintenance.

• Act as the primary point of contact for stakeholders (internal teams, clients, or vendors) regarding updates, issues, and resolutions.
• Provide clear, timely, and professional updates on ticket status, service disruptions, or planned changes.
• Build and maintain strong relationships with stakeholders to ensure alignment and trust.

• Collaborate with IT teams to plan, test, and implement large-scale changes, updates, or migrations.
• Coordinate change management processes to minimize disruption and ensure stakeholder buy-in.
• Document and communicate change outcomes or updates, ensuring alignment with business objectives.

• Identify opportunities to streamline service operations and improve ticket resolution processes. Develop and maintain documentation for operational procedures, system configurations, and stakeholder communication protocols.
• Contribute to the adoption of best practices in publisher experience and operational excellence.

• Bachelor's degree in IT, Computer Science, Business Administration, or a related field.
• A Master's degree or relevant certifications (e.g., ITIL, PMP, or CompTIA) are a plus.
• 3+ years of experience in IT service management, digital operations, or a similar role.
• Proven track record of handling service ticketing systems (e.g.,ServiceNow, Jira, or Zendesk).
• Experience collaborating with IT teams to implement system changes or fixes.
• Familiarity with monitoring system performance metrics and ensuring highest data quality.
• Proficiency with service management (ITSM) tools and ticketing platforms.
• Knowledge of system monitoring tools (e.g., Nagios, SolarWinds, or Datadog).
• Basic understanding of IT infrastructure for the digital go to market (e.g. AEM, PIM, DAM ...).
• Excellent communication skills to communicate with stakeholders at all levels, including non-technical audiences.
• Strong organizational and multitasking abilities to manage high volumes of service tickets, give guidance to the implementation team members and handle stakeholder and IT communication in parallel.
• Analytical mindset with a focus on problem-solving and process optimization.
• Ability to work under pressure and prioritize tasks in a fast-paced environment.
• Experience in stakeholder relationship management or customer success.
• Knowledge of Agile or DevOps methodologies.
• Familiarity with data analysis tools (e.g., Excel, Power BI, or Tableau)for reporting performance metrics.

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