Digital Operations Analyst

at  BGIS

Digital Operations Analyst is an SME in delivering accessible, high-quality, and relevant content to the audiences of various digital platforms. These platforms include but are not limited to MarketHub, Workjam, Salesforce and working with the learning team to ensure quality training modules for the Mobility Learning Academy. Digital OA ensures the Mobility business’ digital content and user interface design elements work together to deliver positive user experiences for the frontline sales team, store-level service champions and partners at all channels in Canada. The primary responsibilities of the Digital Operations Analyst are the technical preparation and conversion of content, accessibility reviews and remediation, and publishing content on behalf of Shell across the organization. Additionally, using various tools, this role is pivotal in finding opportunities to enhance the user experience by evaluating user-centred designs and processes and improving content through data analysis and industry best practices. The Digital OA will work with the Global and various local teams to implement the NextGen MarketHub 2.0 in 2023.
The Digital OA actively works with all internal departments to develop and manage digital content and implement needed improvements, especially focusing on frontline communications, engagement, rewards and partner experience. This role will also co-own the Working as ONE program to enhance communications and program delivery between the head office team with the Sales & Ops team.

DIGITAL CONTENT AND EXPERIENCES

• Liaise with staff across the organization to develop and refine digital content that reflects our user-centred digital experience goals, SOP and then publish, maintain, and decommission content on various digital platforms as needed.
• Drive improved digital experiences by: - Using UI/UX principles to contribute to refining digital contact, information architecture, navigation, and site design:
• Gathering and analyzing data and statistics on our content and our digital platforms and about how users are accessing them.
• Continuously look for ways to improve digital content quality and content management efficiencies by researching, developing, and following industry best practices.
• Ensure digital content meets usability and accessibility requirements and best practices through coaching and training content contributors and reviewing, and where necessary, remediating digital content for publication online.
• # of Channels: All channels – RBA, MBA, DO, BW, RFA
• # of sites: 1400+
• Other duties as assigned per the priority projects within the Operations team.

KNOWLEDGE & SKILLS

• Applicant must have hands-on experience as an SME in digital content creation & management, information management, digital accessibility and data analytic.
• Administrator experience with top-rated Frontline enablement and communication tool such as WorkJam or other leading platforms.
• Experience in utilizing Adobe Experience Manager for content and digital asset management.
• Proven track record of initiating and completing successful projects.
• Experience in project management or similar complex system change.
• Understanding of business and system analysis methodologies.
• Strong analytical and research skills.
• Ability to work with a wide range of teams.
• Ability to set enhanced objectives for self and others.
• Management and leadership capabilities.
• Flexibility/adaptability and ability to manage multiple priorities.
• Excellent problem-solving skills.