Digital Support Analyst (Support and Operations)

General information

Job Posting Title Digital Support Analyst (Support and Operations) Date Wednesday, May 22, 2024 City Princeton State NJ Country United States Working time Full-time

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 (Support and Operations) is responsible for providing technical assistance and managing intake, support, and operation requests.

The Digital Support Analyst (Support and Operations) 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 (Support and Operations) 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 (Support and Operations) will be responsible for ongoing support of content changes and enhancements.

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

Essential Duties and 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 cross-functional 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 hands-on experience being in a Support Analyst position handling technical support and operations request - 3+ years of relevant hands-on 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 fast-paced environment - Ability to successfully execute many complex tasks simultaneously - Experience indirectly guiding cross-functional teams towards resolution - Experience working collaboratively with others- Strong problem-solving skills with attention to detail and ability to work and manage projects independently and collectively - Knowledge facilitating implementation of SEO-related 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 - Experience using enterprise-level content management system (AEM, Drupal, etc) and analytics tools

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