Skill required: Marketing Operations

• Content management

Designation: Digital Content Management New Associate

Qualifications: Any Graduation **Years of Experience:**0 to 1 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

Visit us at www.accenture.com
What would you do? The Self-Service Platform Support Agent triages and resolves transactional platform support requests for our self-help platforms, through our issue intake (Buganizer).
This requires gathering information from end-users, providing technical triage at a basic level based on SOP, ensuring timely resolution and closure of tickets, and providing exemplary support to our partners.
They will also update self-service platform documentation based on top-user issues to limit/reduce the number of tickets raised for platform support, and provide feature consultations and implementations as needed for our legacy service platform (connect composer).What are we looking for? Minimum Qualifications
? 2 years of experience in online connect operations or system admin
? Experience supporting customers or HR stakeholders
? Experience troubleshooting web based systems or applications

Preferred Qualifications
? Ability to disseminate technical information to a wide range of audiences with varying levels of technical proficiency
? Ability to document processes and update self-service documentation
? Ability to read and understand technical documentation to resolve CMS issues
? Ability to consult clients and on-platform related issues
? Able to prioritize and execute tasks, often with competing priorities
? Capacity to deepen technical and functional knowledge of legacy content management systems
? Basic knowledge of HTML to resolve problem formatting issues

Misc Knowledge, skills and abilities
? Experience managing various media assets, and an ability to explain each file formats technical limitations in an online content platform
? Analytical problem solving abilities
? Intermediate knowledge of content management systems
? Excellent computer skills
? Technical support experience

Problem Solving
Writing & editing

Attention To Detail & Creativity:

English language competency
Shareholder communications
Task management

• Computer Skills (MS Excel) Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your primary interaction is within your own team and your direct supervisor
• In this role you will be given detailed instructions on all tasks
• The decisions that you make impact your own work and are closely supervised
• You will be an individual contributor as a part of a team with a predetermined, narrow scope of work
• Please note that this role may require you to work in rotational shifts
• Transactional Platform Support triage & resolution
  ? Act as the first point of contact, to monitor, triage and resolve platform support issues
  ? Provide basic access and permissions troubleshooting support for connect composer and Brightspot
  ? Document platform problem-solving activities from intake to resolution inside the team’s ticket tracking system
  ? Prioritize incoming tickets according to their urgency and importance, following SLAs
  ? Analyze metrics to identify opportunities to improve online self-service channels
  ? Escalate complex issues to Platform Manager, and document resolution process

Self Service Platform knowledge base update
? Update self service platform knowledge base, utilizing data derived from user requests to limit and / or reduce future issue intake

Legacy CMS (Connect Composer) Migration Support
? Execute Legacy CMS (Connect Composer) Migrations, following established SOP
? Conduct Ad-hoc legacy CMS projects including access and permissions clean - up, and content organization to support migrations to Brightspot

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.