Marketing Architecture & Platform Services Professional 4

Description -

This version tightens the scope, raises the tone, and makes the role sound more naturally integrated.

Role Summary
The Platform Support and Marketing Operations Specialist is responsible for improving marketing productivity and operational effectiveness through platform administration, process optimization, and data-driven support. This role ensures the smooth operation of key marketing platforms, including Adobe Workfront, Adobe Workfront Fusion, and BMT, while strengthening workflow governance, supporting business performance analysis, and identifying opportunities for continuous improvement. The role combines platform support, operational execution, and process enablement to help teams work more efficiently and scale effectively.

Key Responsibilities
• Owns daily intake, triage, and resolution of support tickets across Adobe Workfront, Adobe Workfront Fusion, and BMT, ensuring timely communication, accurate documentation, and effective closure
• Troubleshoots user issues and requests, isolates root causes, and recommends corrective actions to improve platform stability and user experience
• Produces root cause analyses for recurring or high-impact issues, including problem statement, contributing factors, workaround, and recommended resolution
• Executes approved configuration and administrative updates in Workfront and BMT, and validates business, process, and data impacts
• Supports release testing and deployment activities by executing test cases, validating fixes and enhancements, documenting results, and monitoring post-release performance
• Identifies trends across support tickets, configuration issues, and training gaps, and recommends operational improvements to increase platform effectiveness and user adoption
• Supports the optimization of marketing operations processes and platform workflows to meet business and local market needs
• Contributes to business performance analysis and operational insights that improve marketing productivity and demand generation effectiveness
• Helps implement and support marketing tools and processes, including workflow governance, resource management, and related customer or marketing systems
• Contributes to Agentic AI projects and AI-enabled workflow improvements where applicable
• Builds productive cross-functional relationships and provides guidance to lower-level employees as needed

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Data Analytics, Marketing, Information Systems, or a related discipline, or equivalent experience
• Typically 7–10 years of experience in marketing operations, platform support, marketing technology, data analytics, or a related field

Knowledge & Skills
• Adobe Workfront and Adobe Workfront Fusion administration
• BMT support and backend administration
• Ticket triage, troubleshooting, and customer-focused support
• Root cause analysis and issue documentation
• Release testing, deployment support, and post-release validation
• Marketing operations and process optimization
• Business performance analysis and data-driven decision-making
• SQL, Freshdesk, Fusion/iPaaS, and related platform knowledge
• Agentic AI tools and workflow automation concepts

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts functional performance and provides expertise to project teams, while contributing to cross-functional initiatives

Complexity
• Works on complex problems where analysis requires evaluation of multiple operational, technical, and business factors

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of duties, responsibilities, or skills, and may be updated as business needs evolve.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"