Digital Experience Platform Manager

City of Chattanooga-posted 10 days ago
$64,024 - $77,348/Yr
Full-time • Mid Level
Chattanooga, TN
1,001-5,000 employees
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

Incumbents in this classification/role manage and support all facets of designated software, demanding a broad technical skillset encompassing application, server, storage, and network technologies. Responsibilities include administering intricate production and testing environments, providing system-level troubleshooting and guidance, general helpdesk support for city users, system maintenance, platform updates, application management, and user training. The Digital Experience Platform Manager is a stand-alone position.

  • Manages the entire lifecycle and operational excellence of assigned business applications, ensuring their optimal performance, reliability, security, and strategic alignment with organizational goals.
  • Bridges the gap between technical infrastructure, business requirements, and end-user needs.
  • Manages platform configuration and optimization.
  • Monitors and reviews platform performance.
  • Designs and implements custom platform configurations as required.
  • Designs and implements automation workflows.
  • Understands and manages system integrations.
  • Handles vendor and integration management.
  • Oversees user management.
  • Manages user roles and permissions.
  • Coordinates and prepares training material.
  • Provides user training and support and engages application SMEs.
  • Adds and manages users and provisions roles and data access.
  • Builds custom roles and assists with custom reporting.
  • Manages all Service Requests for assigned software.
  • Triages and manages support requests, including problem management and root cause analysis.
  • Provides platform troubleshooting and support, including integrations.
  • Manages accounts and subscriptions; exports metric data; views account usage and provides reports.
  • Monitors and communicates system performance metrics and resolves issues.
  • Performs data analysis and reporting.
  • Generates custom reports and analyzes data for insights.
  • Updates and implements user security and roles.
  • Reviews and audits user accounts, permissions, and access rights.
  • Aligns segregation of duties and security profiles.
  • Ensures security and compliance with data privacy regulations.
  • Oversees change management strategy and policy.
  • Works with internal staff, vendors, and software to communicate maintenance schedules, refresh schedules, and outages.
  • Performs service-specific maintenance and administration tasks, including regular patching for performance, functionality or security improvements.
  • Views and monitors service details and notifications.
  • Reviews and verifies updates, enhancements, and testing.
  • Ensures overall system governance.
  • Develops and enforces best practices for operations, compliance, and governance.
  • Develops and enforces data governance policies, performs data audits.
  • Creates and maintains process documentation and knowledge articles.
  • Stays updated on platform features, new capabilities, new technologies and other platform advancements.
  • Provides input to the Director on recommended changes, updates for the platform.
  • Must meet regular attendance requirements.
  • Must be able to maintain good interpersonal relationships with staff, co-workers, managers and citizens.
  • Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner.
  • Performs other duties as assigned.
  • A Bachelor's Degree in Information Technology, Digital Marketing, Business, Management, or a related field is preferred or any combination of equivalent experience and education.
  • A minimum of five (5) years of progressive experience with Customer Experience/Digital Experience and Engagement such as HubSpot, Adobe Experience Manager, Google Customer Engagement Suite and others in a medium-sized enterprise.
  • At least three (3) years experience managing and administering digital experience technology platforms and leading enterprise scale organizational change management initiatives.
  • Knowledge of analytics, tag management systems, digital analytics, customer data management platforms and governance processes; understanding of customer experience principles and service delivery excellence; project management skills; government IT regulations, compliance standards, and public sector technology solutions; relevant legal and regulatory requirements related to data privacy and security; assigned software management and how assigned software acquires and manages resources
  • Ability to manage multiple projects and priorities effectively in dynamic environments; achieve objectives with significant autonomy; work in fast-paced environments and manage multiple priorities; work effectively under pressure
  • Skilled in communication for diverse internal and external stakeholders, including city departments, law enforcement, and vendors; interpreting and developing organizational policies and procedures; producing metrics, reports, and status updates for internal and external stakeholders; problem-solving and decision-making abilities; organizational, along with the interpersonal and leadership abilities needed to manage application environments and platform responsibilities; ensuring strong attention to detail, and strong analytical, critical thinking, and decision-making.
  • Valid Class D driver's license
  • ITIL Certifications
  • CompTIA Certifications (Infrastructure+, Networking+, Security+, DataSys+)
  • Project Management Professional (PMP)® or CompTIA Project+
  • Google Cloud Generative AI Leader
  • HubSpot Certifications
  • Adobe Certifications
  • Six Sigma or Lean/SixSigma Green Belt
Track Jobs with Teal

Job Search Resources

•
AI Resume Builder
•
Digital Media Manager Resume Examples
•
Digital Media Manager Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service