Content Support Admin

Description -

Job Summary

The role focuses on providing comprehensive user support, ensuring data and process accuracy within Workfront, Digital Asset Management (DAM) and downstream systems, reporting and tracking IT issues and maintaining high workflow quality across all operational stages.

Responsibilities include managing project setup, validating downstream asset flow, correcting PCC configurations and working collaboratively across teams to improve efficiency, system reliability and user experience.
The role also incorporates root cause analysis process improvement, requirements gathering and cross-functional collaboration, ensuring alignment with organizational standards and continuous optimization.

Responsibilities

1. User Support

• Act as the primary point of contact for users needing assistance with systems, tools, and workflow-related inquiries, including Workfront navigation, project setup and DAM asset submission.
• Provide clear, systematic guidance to ensure users correctly populate metadata, follow required workflows and understand routing logic.
• Support users in creating PCC rules and understanding how configurations impact downstream systems, publishing, localization and automation.
• Identify recurring issues, user challenges and training gaps. Propose solutions based on user story analysis and requirements gathering.
• Offer insights to improve user interactions through process documentation, simplified workflows or updated training materials.

2. Troubleshooting

• Investigate and resolve issues related to Workfront projects configuration, incorrect PCCs, missing metadata routing problems and stalled tasks.
• Conduct root cause analysis using structured methods to identify failure points within workflows and take corrective action.
• Report IT issues, platform bugs and system failures with clear reproduction steps, screenshots and severity classification.
• Collaborate with IT team and system administrators to escalate complex issues and track them through resolution.
• Document troubleshooting steps, root causes and final solutions to support team learning and long-term issue prevention.

3. Project & Workflow Accuracy (Workfront & DAM)

• Create, validate and audit Workfront projects to ensure accurate PCC configurations, complete metadata and correct workflow routing.
• Ensure all project components comply with governance rules, operational standards and downstream systems requirements.
• Validate that assets submitted to DAM meet technical specifications and metadata standards.
• Track workflow dependencies to prevent delays that may affect localization, publishing, distribution or automated processes.

4. Cross‑Team Collaboration

• Work closely with multiple teams to ensure seamless end-to-end workflows.
• Participate in process mapping, requirement discussions and workflow improvement meetings.
• Collaborate with support and technical teams to resolve escalations and contribute to long-term technical solutions.
• Communicate system gaps, user pain points and improvement opportunities to stakeholders.

5. Process Improvement & Operational Efficiency

• Contribute to the design and implementation of improved workflows, standard operating procedures and automation opportunities
• Support strategic initiatives focused on increasing system usability, reducing manual steps and enhancing content delivery reliability.
• Provide recommendations for process enhancements and collaborate with system owners to implement improvements.

Education & Experience Recommended
• 3-years or Graduate Degree in Marketing or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in CRM or marketing, data analytics, or a related field or an advanced degree with little or no work experience.

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

Impact & Scope
• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity
• Responds to routine issues within established guidelines.

Skills you will learn:

• Workfront & DAM proficiency.
• PCC configuration & metadata accuracy,
• Troubleshooting & root cause analysis,
• Workflow auditing & process mapping,
• User support & clear communication,
• Cross‑team collaboration,
• Continuous improvement & automation awareness.

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 all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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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"