Adobe Workfront Specialist

This Adobe Workfront Specialist (embedded as a System Support Analyst within the client organization) works as a part of a full-time allocated team within a major Financial Services, long tenured, Acxiom client. There will be significant client interaction and so a working knowledge of the financial services industry either at Acxiom or a similar company will be vital for this role. Specifically, candidates with experience working for a financial services company in any marketing services capacity, will be highly desirable. Strong client relations and communication skills are a requirement to perform the duties of this role.
This role will serve as the System Support Analyst/Support Desk manager for the marketing workflow management platform the client uses to manage marketing campaign processes. The role has four primary components: Real-time, first line system support, marketing process quality control, comprehensive user training development and delivery, and workflow management platform documentation and content management.

System Support: The Adobe Workfront Specialist the initial point of contact for client users experiencing issues with the workflow management platform or needing answers or support regarding the user interface with the platform and/or processes within the platform. The role involves troubleshooting and resolving a variety of user inquiries, such as general platform user interface questions, process questions, enhancement requests, system issues, additional training requests, and more. As the face of the support function, this role will interact daily with end users within the client’s marketing department, triaging issues and resolving client user needs efficiently and effectively.

Quality Control: This role includes key marketing process QC deliverables, including but not limited to reviewing documents and tasks for accuracy and completion within the platform and facilitating reporting and management of key tasks tied to mandatory compliance controls.

Training: Thhis role will be responsible for development and delivery of user-based training (presentations, reference materials, video guides, checklists, etc.) related to the workflow management platform, including new features, updates, enhancements and changes. Training support includes onboarding new platform users or providing refresher training to existing users experiencing challenges with one or more platform features.

Documentation: Content management is a key aspect of this role; the Adobe Workfront Specialist will have primary responsibility for the creation and maintenance of comprehensive training materials, job aids, quick guides, FAQs, and video tutorials to enhance user experience and abilities on the platform.

PRIMARY RESPONSIBILITIES:

• Serve as primary/first line response on marketing workflow management platform “Help Desk” – either resolving user issues or escalating appropriately those that cannot be readily resolved. (The ideal candidate will have exceptional communication skills and experience with/confidence in collaborating with a variety of roles and levels and escalating complex issues for prompt resolution.)
• Monitor QC Manager tasks within the workflow management platform and complete necessary QC tasks
• Create effective two-way communication with platform end-users via training, user guide documentation, and real-time customer service
• Develop and maintain content management protocol for platform-related training and documentation materials
• Collaborate with process analysts and system developers within the team to continually improve the platform functionality, efficiency, and end-user experience

ADDITIONAL RESPONSIBLITIES:

• Ability to coordinate across different stakeholders to plan for, execute & troubleshoot (where necessary) successful project launch approvals
• Serve as liaison between platform users and system admins - bringing forth ways the client can build better processes, both for user interface and overall marketing efficiency/spend management
• Ability to organize multiple tasks to successful outcomes, driving consistency in a work environment where every day presents a different menu of activities and issues
• Confidence operating in “white space” and working autonomously, identifying one’s own daily deliverables and seeking managerial support when there is a conflict or a capacity concern
• Collaborate with Business Analysts and Developers on the team to prioritize issues/fixes/enhancements

BASIC REQUIREMENTS:

• Typically requires a minimum of 5 years of related experience with a bachelor’s degree; or 3 years and a Master's degree; or equivalent work experience
• Strong written and verbal communication skills
• High competency for developing quality presentations and reference materials.
• Experience with work management/project planning software (Adobe Workfront experience a bonus.)
• Experience with Microsoft tools
• Extreme attention to detail and ability to understand processes at every level

NICE TO HAVES:

• Financial services industry experience
• Previous work with campaign and analytical tools (Unica, Adobe Analytics, etc.) a plus

ADDITIONAL COMPETENCIES:

• Strong communication and facilitation skills to lead business discussions for issue and/or conflict resolutions
• Ability to manage multiple tasks/projects simultaneously and drive solutions to complex problems
• Adobe Workfront experience

Primary Location City/State:

Conway, Arkansas

Additional Locations (if applicable):

Homebased - Conway

Acxiom is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, military status, physical or mental disability, sexual orientation, gender identity or expression, genetics or other protected status.

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Attention Colorado, California, Connecticut, Maryland, Nevada, New York City, Ohio, Rhode Island, and Washington Applicants: This position is not located in the aforementioned locations but applications for remote work may be considered. For information about this role under state or local equal pay or pay transparency laws, please contact [email protected].