Support and Deployment Engineer

Role: Support and Deployment Engineer

Location: Manila, Philippines

About the role: 

The role of Oliver Marketing Gateway (OMG) Support and Deployment Engineer is to lead on the deployment of new OMG sites including configuration, setup and training for both internal agencies & clients, establishing brand workspaces on our AI platform and acting as a technical point of contact to address and troubleshoot issues, resolve incidents, and deliver customer support

What you will be doing:  

The OLIVER Marketing Gateway (OMG), is an end-to-end marketing resource management platform.
 
Designed to streamline the entire marketing communications process, the software’s chief function is to improve efficiency, productivity and visibility. From creative conception all the way through to production, approval and delivery, the tool is designed to give clients and internal teams a clearer view of their marketing activity and make better use of their assets.

In practical terms, OMG allows users to track and manage every aspect of a campaign in one place. This translates to a range of features across digital asset management, media and job management, online approval and annotation as well as product and store management.

• Firstly, we will provide you comprehensive training to understand all OMG modules and our AI platform
• Once trained, you’ll be managing requests and providing users support via our Jira Support-desk.
• You’ll be the primary contact on new OMG site implementations.
• Responsible for mapping the end-to-end user workflow, through scoping workshops and requirements gathering.
• Managing the configuration of the OMG sites to meet client requirements in the most optimal way, including initial user setup, user group & role configuration, asset types and dynamic document templates.
• Documentation of setup and help guides for initial rollout.
• Gathering of reporting requirements.
• Plan and manage the roll out by devising a communication plan, full user training, creating and adapting user help guides, training documentation and a clear and effective hand over to the support team.
• Weekly refresher drop-in trainings.

What you need to be great in this role: 

• Excellent communications skills in English - verbal and written.
• Able to join calls with clients and internal stakeholders to guide and advise.
• The ability to make our customer feel valued and supported.
• Experience working and managing the back end of agency systems like Wrike, Mavenlink, Jira, etc.
• Experience in managing client expectation.
• Background in project management with experience in implementation of projects and change management process.
• Understanding of software configuration.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Excellent planning and organizational skills.
• Strong interpersonal and decision-making skills.
• Excellent attention to detail and accuracy skills.
• Confident and proactive - able to manage their work and always meet commitments.
• Ability to question and challenge (both themselves and others).
• Ability to see the bigger picture.
• Self-motivated, working with little supervision.
• Proven ability to communicate and liaise with junior - mid levels in the business.
• Discrete about all confidential and personal information.
• Driven, proactive, helpful, and enthusiastic team player.
• Passion for and inquisitive about AI and new technologies
• Understanding and knowledge of AI tools is beneficial, but ability to learn and digest benefits and features of AI tools is critical
• This is a work-from-home role. The candidate will be expected to maintain a minimum home-internet speed of 200mbps, to effectively carry out the requirements of this role.

Req ID: 16317

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