Job description
Description
The Application Content Specialist works within the Portfolio Management Office (PMO) Dynamic Content Management
production solution support group to manage and create deliverables within all aspects of and execution on a variety of
client initiatives. The role is responsible for the analysis, design development, implementation, and support of enterprise
content development systems. This position creates and maintains dynamic marketing content for IWCO Direct’s clients.
The role is responsible for using Customer Communication Management tools, including Messagepoint and
Quadiant/GMC Inspire, to produce variable content for multiple channels, including print and email. Also assist in evolving key processes to achieve performance and maintain appropriate expectations.
Responsibilities include:
- Provides creative solutions for business challenges.
- Ownership of activities and deliverables for critical components within solutions development.
- Uses a high level understanding of application technology to help translate business needs into functional
- Provides documentation and updates to new/existing solution features and functionality.
- Works to ensure stakeholder requirements are identified, documented and met, using various methods (requirements
- Confer with application architects/specialists, business users and others to design and maintain on-going internal and
- Ability to effectively use available tools in problem solving and application analysis. Makes recommendations for
high complexity. Spots trends in reoccurring problems and assists in developing improvements.
- Knowledge of standard operating procedures to implement routine solutions of medium to high complexity for
performance. Stakeholder parameters often vary but can be addressed with standard operating procedures. Integrates
knowledge and skills from other specialties to address work assignments and problems of medium to high complexity.
- Present information using a variety of techniques or formats.
- Prepare functional or technical documentation for application requirements.
- Consult with stakeholders about content design and structure.
- Collaborate with others in the organization to ensure successful implementation of chosen client solutions.
- Study and analyze information about alternative courses of action to determine which plan will offer the best outcomes
- Communicate to team leaders and sponsors on delays and corrective actions
- Helps and promotes organizational change.
- Assist in the preparation and documentation of user requirements and specifications
- Perform application performance tests on new and existing systems.
- Provide knowledge transfer and training to additional team members
- Excellent problem solving skills.
- 4 plus years’ experience in application support and implementation
- College degree or equivalent experience in related field
- Experience in the following software applications: Messagepoint, Quadient/GMC or other comparable
- Positive and consultative demeanor with strong work ethic and the ability to interact with technical and
- Excellent follow-up and customer service skills
- Demonstrated well-developed customer service orientation
- Experience in successfully managing the creation of deliverables across a variety of client production
- Able to maintain confidentiality, professionalism, work under pressure and readily adapt to changes in
- Ability to quickly understand enterprise and business segment processes
- Well-developed ability to build trust and strong relationships with internal and external partners
- Positive team player with exceptional soft skills
- Ability to work both independently and collaboratively.
- High comfort level with learning new software.
- Knowledge of variable data a plus.
- Experience in direct marketing a plus
- Pre-employment physical, drug screen and background check required
- Provide off-hour on-call support for production issues.
- Leading DCM efforts for client campaigns, including being the primary point of
- Ensuring client success in the tool through mentoring.
- Encouraging ongoing evolution of the client’s DCM practices in order to maximize the
- Modifying workflow documents (WFDs) as needed to support client programs.
- Excellent communication skills. Client-facing experience in a B2B environment.
Working conditions are normal for an office environment. Work requires extensive work using a computer.
Responsibilities may require occasional evening and weekend work in response to client time requirements
Qualifications
Education
Required
Preferred
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