System Support Manager

Company Description:
**Introduction**

Dentsu is the network designed for what’s next, helping clients predict and plan for disruptive future opportunities and create new paths to growth in the sustainable economy. Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity.

Merkle is an important part of our world-class offering a global performance marketing agency with a 32-year track record of helping the best brands in the world create personalised experiences at every stage of the customer life cycle. Some of their esteemed brand relationships include Citibank, EmblemHealth, Dell, AARP, AT&T, Target, L’Oréal, Universal Orlando Resorts and the American Cancer Society.

We’re hiring for a System Support Manager as part of Merkle in Barcelona.

**Job Description**:
**Purpose of the Role**

This is a client facing role where you’ll be leading the Product Content Management team. You will be responsible for strategic direction, operational excellence and efficiency, execution support and troubleshooting. Issues from different business areas are raised by the client and their resolution can require comprehensive knowledge of various systems, a full understanding of the end-to-end content publication process and frequent collaboration with the client’s IT and Product Management teams. This role also requires very close collaboration with the Merkle Web team.

The overall focus of the role is to elevate delivery from Support team to a Service Team. The Lead/Manager needs to fully own the following:
**Roles & Responsibilities - System Support Manager**
- Knowledge base manager
- Trend + productivity analytics - Deep dive into client requests to generate insights & suggestions to optimize day to day processes
- Customer feedback co-ordination
- System + IT relationship owner
- Operational excellence and quality assurance
- Strategic direction & Client consultation
- Oversee Bulk SOP/EOP updates
- Generation of Content Syndication exports
- Troubleshooting
- Handling translation logs
- Workload management and prioritization.

Qualifications:

- Experience with BMECat, Excel and Trade Brochure will be added advantage
- Experience of client facing roles working with global accounts and international stakeholders
- Knowledge on tools like SAL, STEP, ETL Portal, BMECat, Excel and Trade Brochure
- Excellent Troubleshooting skills
- Excellent communication skills
- Drive to learn, create and innovate
- Management experience
- Collaborative and team spirit
- Very organized, attention to detail, is able to work independently and with little supervision.
- Strong communication skills
- Inquisitive with an analytical mindset
- Project and team management experience.

Added advantage - Good to have
- AEM User Access management - Experience with SAL, ETL Portal and STEP
- Experience working knowledge of any CMS based tools like AEM, Drupal, Sitecore
- Experience working in a support desk role
- Previous experience with creating technical or process documentation
- Experience in Change Management.

Additional Information:
**A few of the benefits**

Whether it’s the joy of working with people at the top of their game or the Merkle social calendar, people love working here - and we hope you will too
- Attractive and competitive salary
- Spanish/English lessons
- Free life and health insurance
- Career development through Dentsu University and LinkedIn Learning
- Day off on your birthday
- Annual wellness days
- Merkle Care Employee Assistance Program
- Merkle Benefits Club
- Reduced fee in Andjoy
- 2 volunteering days per annum
- Flexible salary remuneration scheme

**Inclusion and Diversity**

**About dentsu**
- Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society._
- Diversity, equity, and inclusion sits at the heart of our Social Impact strategy - our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive._
- If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams._

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More Information:
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