Overall Objective

The overall objective of the Software Operations Specialist is to optimize the agency's software systems to enhance operational efficiency. This role includes administering software applications, troubleshooting user issues, and maintaining comprehensive documentation of workflows and processes. The Specialist is responsible for creating reports, developing training materials, and proactively communicating project statuses. Additionally, they identify opportunities for process improvements to ensure that all teams are well-supported in leveraging technology effectively.

Responsibilities

System Operations and Maintenance:

· Master various software programs, including Mediaocean, Adobe Workfront, Smartsheets, Airtable, Microsoft D365, and proprietary systems.

· Stay updated on new features, enhancements, fixes, and support issues.

· Troubleshoot user-reported issues and ensure efficient support.

· Open and manage cases with software support teams until resolution.

· Track open cases, needed fixes, builds, and deployment timelines.

· Maintain records of software enhancement requests.

· Distribute release notes and relevant upgrade information internally.

· Provide software support for new employees and client accounts.

· Manage employee access to software programs with appropriate approvals.

· Collaborate with the IT team to address connection failures between accounting and media software.

· Administer software systems, including traffic steps, project schedule templates, approval routing, and project forms.

· Train finance teams on maintaining finance administration functions.

Report Maintenance:

• Learn and utilize media, production, and finance reporting tools.

• Create and update reports as needed.

• Generate monthly reports across agency departments.

Workflow Operations:

· Understand agency processes to enhance collaboration and information dissemination.

· Develop workflow and process documentation for new processes, software releases, and automations.

· Create training materials, record videos, and conduct training sessions.

· Stay informed about competitive software enhancements and features.

· Identify recurring user errors and coordinate training with the SVP and Product Managers.

· Suggest process improvements and potential automations for efficiency.

· Research and document new process procedures thoroughly.

Requirements

• Bachelor's Degree in a related field.

• Proven ability to manage multiple tasks independently.

• Strong attention to detail and commitment to task completion.

• Effective written and verbal communication skills across departments and with third-party agencies.

• Tactful communication of difficult and sensitive information.

• Strong negotiation and conflict-resolution skills.

• Resourcefulness and adaptability.

• Proficiency in Office 365 and Adobe applications, with the ability to learn new systems.

• Familiarity with media systems like Mediaocean and/or FreeWheel Strata is a plus.

• Technical knowledge is advantageous

Required SkillsRequired Experience