Content Support SME

MAIN RESPONSIBILITIES

The role focuses on providing comprehensive user support ensuring data and process accuracy within Workfront Digital Asset Management (DAM)and downstreamsystems reporting and tracking IT issues and maintaining high workflow quality across all operational stages.

Responsibilities include managing project setup validating downstream asset flow correcting PCC configurations and working collaboratively across teams to improve efficiency system reliability and user experience.
The role also incorporates root cause analysis process improvement requirements gathering and cross-functional collaboration ensuring alignment with organizational standards and continuous optimization.

1. User Support

• Act as the primary point of contact for users needing assistance with systems tools and workflow-related inquiries including Workfront navigation project setupand DAM asset submission.

• Provide clear systematic guidance to ensure users correctly populate metadata follow required workflows and understand routing logic.

• Support users increatingPCC rules and understanding how configurations impact downstream systems publishing localization and automation.

• Identify recurring issues user challenges and training gaps. Propose solutions based on user story analysis and requirements gathering.

• Offer insights to improve user interactions through process documentation simplified workflows or updated training materials.

• Inform the stakeholders and training team about potential issues caused by incorrect metadata entered or by wrong Workfront project and task setup

2. Troubleshooting

• Investigate and resolve issues related toWorkfrontprojectsconfiguration incorrect PCCs missing metadata routing problems and stalled tasks.

• Conduct root cause analysisusing structured methods to identify failure points within workflows and take corrective action.

• Report IT issues platform bugs and system failures with clear reproduction steps screenshotsand severity classification.

• Collaborate with ITteamand system administrators to escalate complex issues and track them through resolution.

• Document troubleshooting steps root causesand final solutions to support team learning and long-term issue prevention.

• Ensure the correct product associationthrough asset trackersaccording to PCC rules

3. Project & Workflow Accuracy (Workfront & DAM)

• Create validateand audit Workfront projects to ensure accurate PCC configurations complete metadata and correct workflow routing.

• Ensure all project components comply with governance rules operational standards and downstream systemsrequirements.

• Validate that assets submitted to DAM meet technical specifications and metadata standards.

• Track workflow dependencies to prevent delays that may affect localization publishing distribution or automated processes.

4. CrossTeam Collaboration

• Work closely withmultiple teamsto ensure seamless end-to-end workflows.

• Participate in process mapping requirement discussions and workflow improvement meetings.

• Collaborate with support and technical teams to resolve escalations and contribute to long-term technical solutions.

• Communicate system gaps user pain points and improvement opportunities to stakeholders.

5. Process Improvement & Operational Efficiency

• Contribute to the design and implementation of improved workflows standard operating proceduresand automation opportunities

• Support strategic initiatives focused on increasing system usability reducing manual steps and enhancing content delivery reliability.

• Provide recommendations for process enhancements and collaborate with system owners to implement improvements.

Education and Experience Required

• Four-year or Graduate Degree in Marketing Data Analytics or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience preferably in marketing data analytics or a related field or an advanced degree with 3-5 years of work experience.