Digital Platforms and Innovation Manager

City of Johnson City•Johnson City, TN

14h•Onsite

About The Position

The City of Johnson City, Tennessee, is accepting applications for the position of Digital Platforms and Innovation Manager with the Communication and Engagement department. This position performs advanced professional and technical work in support of the City's Communications and Engagement program through the development, implementation, optimization, and maintenance of user-facing digital platforms, systems, and communication technologies. Work involves improving digital service delivery, enhancing public access to information, and increasing operational efficiency through automation, integration, and the strategic use of emerging technologies. This is an on-site position. Interested applicants are encouraged to review the full job description for a complete overview of the role, responsibilities, and qualifications. The position is responsible for both the day-to-day operation of digital communications systems and the development of innovative solutions to support City services, public engagement, and internal workflows. Performs related duties as assigned. Distinguishing Features of the Class: This is an advanced-level, multidisciplinary position within the Communications and Engagement Department, responsible for digital platform management, technical systems support, and innovation in communications delivery. The incumbent serves as a lead technical resource for user-facing digital systems and communications technologies, exercising a high degree of independent judgment, initiative, and problem-solving. Responsibilities include oversight and enhancement of websites, web-based applications, social media systems, digital message boards, audio/visual systems, and related technologies, as well as the development of automation tools and lightweight applications to improve efficiency and customer service delivery. This position focuses on business-facing digital solutions and communications technologies and does not include responsibility for core IT infrastructure, cybersecurity, or enterprise systems. The role works closely with the Information Technology Department to ensure alignment with organizational standards, security requirements, and long-term sustainability. Work is performed under the supervision of the Director of Public Affairs.

Requirements

General and advanced knowledge of public relations and Engagement principles, practices, and procedures as applied to digital communications
strong knowledge of web technologies, content management systems, and digital platforms
knowledge of social media management and analytics tools
knowledge of audio/visual systems and digital media production equipment
working knowledge of programming, scripting, or automation tools
familiarity with emerging technologies including AI-assisted tools
Ability to design, develop, and implement user-focused digital solutions
ability to troubleshoot and resolve technical issues across systems and platforms
ability to analyze data and provide actionable recommendations
ability to manage multiple projects and priorities independently
ability to communicate technical concepts clearly to non-technical audiences
ability to establish and maintain effective working relationships with City officials, employees, and the general public
Ability to exercise sound judgment, initiative, and creativity in developing solutions
ability to document systems and processes for long-term sustainability
ability to work both independently and collaboratively in a fast-paced environment
Bachelor's degree in computer science, information systems, digital media, communications, or a related field, with a minimum of five (5) years of progressively responsible experience in digital communications systems, web development, multimedia systems, or related areas
Equivalent combinations of education and experience that provide the required knowledge, skills, and abilities may be considered
Pre-employment physical, and background check required

Responsibilities

Assists in the development, coordination, scheduling, implementation, and updating of content for websites, social media platforms, digital message boards, the governmental access channel, and other web-based applications
Maintains and updates City websites and digital communication platforms to ensure accuracy, usability, and accessibility
Coordinates and implements enhancements to websites and digital information systems
Utilizes analytics tools (e.g., Google Analytics and platform insights) to evaluate performance and provide recommendations for improvement
Develops, maintains, and updates reports, databases, and performance tracking systems
Maintains digital media libraries of recorded broadcasts and departmental content
Acquires and enhances digital images for use in web and print communications
Coordinates and performs installation, testing, maintenance, repair, and troubleshooting of audio/visual and digital media equipment and systems
Provides technical support for live, recorded, and rebroadcast productions, including multi-camera operations and streaming
Coordinates scheduling, setup, and breakdown of audio/visual equipment for on-site and off-site events
Maintains inventory of digital media equipment, systems, and software
Performs preventative maintenance to ensure optimal system performance
Supports production crews and internal users as needed
Serves as liaison between Communications and Engagement and Information Technology for digital systems and technical needs
Oversees and enhances user-facing digital platforms, including websites, forms, and interactive tools
Improves usability, accessibility, and functionality of digital services to better serve internal and external audiences
Supports development and implementation of user-centered digital solutions to improve customer experience
Identifies opportunities to automate workflows, reporting, and content distribution
Designs and implements automation tools and process improvements to increase efficiency and scalability
Develops lightweight, user-focused digital tools and applications to support departmental operations and public service delivery
Researches, evaluates, and pilots emerging technologies, including AI-assisted and agentic systems, to enhance communications and customer service
Develops prototypes and proof-of-concept solutions in controlled environments prior to broader implementation
Recommends innovative approaches to improve service delivery, engagement, and operational effectiveness
Analyzes data from digital platforms to assess performance and inform strategy
Develops dashboards and reporting tools to support data-driven decision-making
Provides recommendations to improve reach, engagement, and user experience
Develops training materials and provides guidance to staff on digital tools, systems, and best practices
Creates and maintains documentation to ensure long-term sustainability and continuity of systems
Ensures all implemented solutions align with City IT policies, security standards, and governance practices
Collaborates with Communications and Engagement staff to support campaigns, initiatives, and special projects
Provides technical consultation on digital platforms, tools, and implementation strategies
Participates in planning and execution of City communication initiatives and public engagement efforts