The purpose of this role is to provide IT operational support for Content Engine team that is using Social Publishing and Engagement (SP&E) platform that handles access management, platform configuration, and reporting requests. The SP&E IT Team rolls up into CGF IT organization; as part of the global team, the ideal candidate will take ownership from IT perspective to provide end to end support to the platform and to the business leads across Marketing function in LATAM and NA.

He/She will partner with business team to support and foster the adoption of SP&E tools and at the same time strengthen the governance of Social Publishing & Engagement activities.

Your Impact

As The Social Solutions Admins your scope will consist of:

• Be the first point of contact for sector social leads part of Content Engine hub for supporting social publishing and engagement 
• Track the usage of the platform and provide weekly KPI to sector leadership (posts published natively/via the platform)
• Lead meetings with social leads regarding the usage of the platform and provide weekly KPI to sector leadership (user adoption, posts published natively/via the platform, approvals missed, etc)
• Manage new user setup process/governance
• Work with business and IT admins to set up new workflows in the platform for new social channels
• Track requests from SP&E business partner to help influence the product roadmap and enhancements 
• Report on governance compliance so the Digital Reputation Team follows up with CMOs and relevant stakeholders
• Report to IT Sector Leads the status of social publishing in the sector and highlight wins and improvements needed from both internal and external partners
• Articulate issues and develop methods of solving concerns from the sector
• Document and roll out processes and standards to run SP&E support, including governance frameworks to Content Engine Hub leads

Qualifications

Who Are We Looking For?

Education:

• Business-level proficiency in English and Spanish

• Bachelor's degree required

Experience:

• +2 years’ experience supporting backend requirements for social publishing tools (Sprinklr ideally, but experience with Khoros, Sprout Social, Talkwalker, etc. acceptable)
• Experience managing and developing users, workflows, rules, reports and dashboards on Software as a Service (SaaS) tools
• Experience working and collaborating with internal and external stakeholders such as technical teams, agencies, and marketers
• Highly organized and responsive, with the ability to deliver tight SLA deadlines
• Ability to anticipate and balance the needs of multiple stakeholders.
• Resourceful to solve technology and stakeholder problems
• Experience running change management activities such as process documentation