Platform Operations Specialist

Overview

Aquent is partnering with a prominent Fortune 50 retail organization, a leader in its industry, dedicated to innovation and operational excellence. This organization is at the forefront of transforming customer experiences through cutting-edge digital and marketing strategies, fostering an environment where user enablement and cross-functional collaboration drive success.

Imagine being the linchpin that empowers hundreds of internal users, ensuring critical business systems operate flawlessly and marketing initiatives soar. In this pivotal role, you won’t just solve problems; you’ll proactively shape the operational backbone of a dynamic organization, directly influencing seamless customer experiences and successful digital campaigns. Your expertise will be instrumental in optimizing workflows, championing user adoption, and driving continuous improvement across enterprise platforms, making a tangible impact on daily operations and strategic outcomes.

As a vital member of the digital and marketing operations teams, you will contribute significantly to key projects by maintaining platform integrity, empowering users through comprehensive training, and providing critical insights through data analysis. This role offers a unique blend of technical administration, user advocacy, and operational excellence, requiring both strategic thinking and hands-on problem-solving. You will play a crucial part in enabling teams to execute efficiently and effectively, ensuring the smooth delivery of high-impact initiatives.

*This role is a continuous talent pipeline opportunity. We are building a pool of qualified candidates for current and future openings.

WHAT YOU’LL DO

System Administration & Platform Management

• Serve as the go-to expert for enterprise platforms including project management tools (JIRA, Workfront), collaboration platforms (Confluence, Frame.io), and web applications

• Configure and optimize workflows, permissions, custom fields, integrations, and automation to improve team efficiency

• Maintain platform integrity and ensure seamless operations across marketing, digital, and technology teams

User Support & Troubleshooting

• Provide responsive technical support to internal users via ticketing systems (Zendesk or similar)

• Diagnose and resolve platform issues promptly, escalating complex problems to appropriate technical teams

• Monitor support requests and ensure resolution within established service level agreements (SLAs)

• Identify patterns in user issues and recommend proactive solutions for continuous improvement

Training & Enablement

• Develop and deliver training sessions to equip users with platform skills and best practices

• Create comprehensive documentation including FAQs, troubleshooting guides, process workflows, and knowledge base articles

• Champion user adoption through clear communication and hands-on support

Quality Assurance & Monitoring

• Conduct regular audits of digital properties and platforms to identify defects, inconsistencies, or poor user experiences

• Track and log issues in defect management tools, ensuring timely communication to stakeholders

• Build and maintain dashboards and reports to monitor KPIs, system performance, and project execution

• Analyze data to uncover trends and provide actionable insights to leadership

Cross-Functional Collaboration

• Partner with marketing, creative, IT, and business teams to align on project scope, timelines, and deliverables

• Participate in planning meetings to discuss strategy, priorities, and operational improvements

• Act as a liaison between technical and non-technical stakeholders, translating complex concepts into accessible language

WHAT YOU BRING

Required Qualifications

• 3+ years of experience in technical operations, platform support, project coordination, or quality assurance

• Hands-on administration experience with enterprise platforms such as JIRA, Workfront, Confluence, or similar workflow management tools

• Working knowledge of web applications, client/server technology, and basic understanding of APIs or integrations

• Proven technical support or customer service experience with a track record of resolving user issues effectively

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)

• Strong analytical and problem-solving skills with attention to detail

• Excellent written and verbal communication skills, with ability to explain technical concepts to non-technical audiences

• Demonstrated ability to prioritize multiple requests and manage competing deadlines in a fast-paced environment

Preferred Qualifications

• Bachelor’s degree in Business, Information Systems, Marketing, Communications, or related field

• Experience with Zendesk, ServiceNow, or other ticketing/support platforms

• Familiarity with automation and scripting tools (Groovy, Python, or similar)

• Background in Agile methodologies or working within Agile teams

• Experience in retail, e-commerce, or marketing environments

• Knowledge of data modeling, business process mapping, or change management principles

WORK ENVIRONMENT

• Hybrid work model based in Atlanta, GA (in-office presence required on designated days)

• Opportunity to work with a Fortune 50 leader in the retail industry

• Exposure to enterprise-scale systems and high-impact marketing and digital operations

• Collaborative culture that values continuous improvement and innovation

#LI-MM3

**About Aquent Talent:**
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.