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Digital Platform Support Specialist

Charlotte, North Carolina;

Job Description:

The Digital Platform Support Specialist role provides product/application and change management support for technology applications that help enable Bank of America’s Marketing activities. You’ll be joining a dynamic team within the Owned Marketing Channels & Execution (MCO) organization dedicated to providing a best-in-class user experience for our Marketers across all lines of business. 

In addition to supporting the day-to-day helpdesk support and overall functionality of our applications, the Digital Platform Support Specialist will also be engaged in helping drive product strategy by understanding the needs of various user groups, proactively identify areas of improvement, and providing incident resolution and root-cause analysis for identified issues.

The role requires strong partnership with business, technology, and vendor partners to maintain an excellent level of support for our end-users.  We operate in a fast-paced environment and the ideal candidate will have a comfort level taking the lead executing on assigned deliverables with minimal oversight.

This exciting role is well suited to individuals with an interest in Marketing within the Financial Services industry and aspiring Digital Product Managers with exposure to a wide variety of line of businesses. 

Responsibilities:

Provide helpdesk support for Marketing technology applications and business support for change initiatives including but not limited to:

  • Respond to end user inquiries, triage issues and validate fixes/resolution
  • Initiate and maintain relationships with stakeholders, technology and vendor partners
  • Communicate effectively and act as a liaison between business and technology partners
  • Lead small to medium size projects/work efforts
  • Generate reporting and analyze trends to identify areas of opportunity
  • Lead and/or participate in User Acceptance Testing (UAT) including writing and executing test scripts, coordinating testers, defect management, etc.
  • Proactively identifies areas for process improvements

Required Skills

  • Strong organizational skills, including the ability to create and maintain work processes
  • Able to balance multiple projects, priorities and deadlines across multiple applications and workstreams
  • Experience developing and manage relationships across various business groups
  • Experience writing and executing UAT test scripts, managing UAT defects
  • Strong customer-service, user-centric mindset

Desired Skills

  • Background and/or experience in Marketing or Financial Services is a plus
  • Experience with managing product backlogs
  • Exposure to Agile methodology

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The Digital Platform Support Specialist role provides product/application and change management support for technology applications that help enable Bank of America’s Marketing activities. You’ll be joining a dynamic team within the Owned Marketing Channels & Execution (MCO) organization dedicated to providing a best-in-class user experience for our Marketers across all lines of business. 

In addition to supporting the day-to-day helpdesk support and overall functionality of our applications, the Digital Platform Support Specialist will also be engaged in helping drive product strategy by understanding the needs of various user groups, proactively identify areas of improvement, and providing incident resolution and root-cause analysis for identified issues.

The role requires strong partnership with business, technology, and vendor partners to maintain an excellent level of support for our end-users.  We operate in a fast-paced environment and the ideal candidate will have a comfort level taking the lead executing on assigned deliverables with minimal oversight.

This exciting role is well suited to individuals with an interest in Marketing within the Financial Services industry and aspiring Digital Product Managers with exposure to a wide variety of line of businesses. 

Responsibilities:

Provide helpdesk support for Marketing technology applications and business support for change initiatives including but not limited to:

  • Respond to end user inquiries, triage issues and validate fixes/resolution
  • Initiate and maintain relationships with stakeholders, technology and vendor partners
  • Communicate effectively and act as a liaison between business and technology partners
  • Lead small to medium size projects/work efforts
  • Generate reporting and analyze trends to identify areas of opportunity
  • Lead and/or participate in User Acceptance Testing (UAT) including writing and executing test scripts, coordinating testers, defect management, etc.
  • Proactively identifies areas for process improvements

Required Skills

  • Strong organizational skills, including the ability to create and maintain work processes
  • Able to balance multiple projects, priorities and deadlines across multiple applications and workstreams
  • Experience developing and manage relationships across various business groups
  • Experience writing and executing UAT test scripts, managing UAT defects
  • Strong customer-service, user-centric mindset

Desired Skills

  • Background and/or experience in Marketing or Financial Services is a plus
  • Experience with managing product backlogs
  • Exposure to Agile methodology

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21043847

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Kathryn Gane

Referral Bonus:

0