Digital Support Analyst - Princeton, United States - Maximus Services, LLC

Maximus Services, LLC

Verified Company

Princeton, United States

4 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Description & Requirements

Maximus continues to grow our Digital Solutions organization to better serve the needs of our organization and our customers in the government, health, and human services space.

Digital Transformation is one of our primary strategic pillars and is a significant part of our long-term corporate strategy.

We are a group of skilled practitioners who are laser-focused on continuing to introduce differentiated solution offerings aligned with the mission requirements of our customers to improve overall service delivery across our operations.

We believe that great outcomes define our success.

We use an approach grounded in design thinking, lean, and agile to help solve complicated problems and turn bold ideas into delightful solutions.

The Digital Support Analyst is responsible for providing technical assistance and managing intake, support, and operation requests.

The Digital Support Analyst will have experience troubleshooting and resolving technical issues, using Adobe Experience Manager (AEM) or Drupal as a content management tool, and inputting content into website templates.

Additionally, the Digital Support Analyst will gather requirements from State and Federal clients regarding specific customizations to website templates, coordinate content development with the Editorial Team, and manage testing defects with the Development Team.

After implementation of a website, the Digital Support Analyst will be responsible for ongoing support of content changes and enhancements.

The Digital Support Analyst supports multiple state/federal websites simultaneously and will provide support for webchat, SMS, messaging, and analytics tools as required.

Essential

Responsibilities:

Gather business requirements from client to understand specific customizations required for the state.
During testing, triage defects opened by the business and work with developer to address.
Provide oversight to vendor related to design to ensure client requirements are met.
Manage timeline of all tasks related to design and development of website.
Coordinate development of content and language translation with the editorial team.
Content Entry via Drupal CMS tool.
Provide technical assistance to clients and manage the intake of Support and Operation requests
Troubleshoot and resolve technical issues
Collaborate with crossfunctional teams to identify and resolve issues
Accountable for data gathering of business requirements from clients for successful deployment and management of website content
Manage the workflow of update requests, timing, and resource allocation
Operate the content management system and related tools to facilitate development, implementation, optimization, and maintenance of content
Work with teams to troubleshoot and resolve execution roadblocks
Identify process improvements to streamline content implementation/replications

Minimum Requirements

Minimum Requirements:

Bachelor's Degree or equivalent experience
3+ Years of experie
Bachelor's degree from an accredited college or university; field of study in Business, Computer Science, or Project Management preferred
3+ years of relevant handson experience being in a Support Analyst position handling technical support and operations request
3+ years of relevant handson experience launching external websites to consumers and managing website content
Knowledge of SDLC, Agile, and Waterfall methodology
Experience working with Legal, Privacy, Security, and Compliance partners to mitigate project risks
Experience managing defects during testing
Excellent organizational, interpersonal, written, and verbal communication skills
Ability to perform comfortably in a fastpaced environment
Ability to successfully execute many complex tasks simultaneously
Experience indirectly guiding crossfunctional teams towards resolution
Experience working collaboratively with others
Experience using enterpriselevel content management system (AEM, Drupal, etc) and analytics tools
Strong problemsolving skills with attention to detail and ability to work and manage projects independently and collectively
Knowledge facilitating implementation of SEOrelated optimizations
The ability to work onsite at the office location at least three days per week

Preferred Qualifications

Experience working in a prior role as Developer/QA Analyst preferred
Experience working with vendors preferred

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EEO Statement

Pay Transparency
- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximu