Principal Associate, CMS Operations and Support Specialist

What you'll do

• Manage Tier 1 support requests via Slack to resolve user "how-to" questions and access issues.
• Triage complex technical issues into Jira tickets with full context for engineering teams.
• Lead daily support check-ins, manage sprint boards, and maintain project documentation in Confluence.
• Administer user access controls, domain provisioning, and platform governance policies.
• Monitor performance metrics and KPIs to ensure service level agreements are met.
• Analyze and triage in-platform feedback to identify key themes for product improvement.
• Create and distribute newsletters, release notes, and system status updates to users.
• Maintain self-service documentation, training materials, and chatbot datasets.

What we're looking for

• Bachelor's Degree or Military experience.
• At least 4 years of experience managing user access controls or account permissions.
• At least 2 years of experience administering enterprise content management systems.
• 5+ years of platform management or CMS operations experience (preferred).
• 5+ years of experience in a marketing role (preferred).
• 5+ years of experience in financial services, or another highly regulated industry (preferred).
• 2+ years of experience evaluating or implementing GenAI, automation, or new technology integrations within a marketing ecosystem (preferred).