Help Desk Support Specialist, Digital Products

Job Description

Planned Parenthood Federation of America (PPFA) is the national umbrella
organization for the nation s leading network of women s health care
providers, educators, and advocates, serving women, men, teens and families.
Planned Parenthood Action Fund is the advocacy and political arm of PPFA. For
over 100 years, Planned Parenthood has done more than any other organization in
the United States to improve women s health and safety, prevent unintended
pregnancies, and advance the right and ability of individuals and families to
make informed and responsible health care decisions.

About the Digital Products team: The Planned Parenthood Digital Products team
provides reliable and scalable applications and technology programs and
services in support of health care delivery, sex education, advocacy,
fundraising, and internal operations. This past year we were awarded the
World's Most Innovative Company in Education from Fast Company.

About this role: The Help Desk Support Specialist will provide a superior level
of knowledge and guidance on navigating the content management system (CMS) for
PPFA s flagship websites, and
. The role will ensure that Digital Content staff
across the network of Planned Parenthood affiliates have the information and
documentation required to efficiently manage user facing content and marketing
templates. The Help Desk Support Specialist will report to the National
Director, Digital Products.

PURPOSE
o The Help Desk Support Specialist will be successful when they are
able to provide Planned Parenthood s CMS users with relevant an
timely support needed to effectively launch and manage online web
presence, templates, and marketing campaigns within our CMS
platform.

DELIVERY
o Provide general CMS support to affiliate staff and act as a main
point of contact for the websites Help Desk:
o Sharing information and guidance on navigating the CMS and how to
select and use web properties
o Communicating best practices on web content management in
accordance with the brand and product style
guidelines
o Efficiently tracking and managing common requests and documenting
user pain points
o Ensure timely and accurate delivery of responses via email for
affiliate staff queries, including follow up until technical issues
are resolved
o Manage documentation on feature requests and suggestions provided
through user feedback for sharing with product and design teams
o Collaborate with CMS users on the management of online content -
including answering specific queries about content utilization and
development of digital campaigns
o Manage Affiliate Google email group lists, including processing
requests to add/remove members
o CMS Platform Releases and Special Projects: National Office and
Affiliates:
o Collaborate with Digital Products and Engineering teams as new
templates and Marketing modules are created in the CMS
o Prepare communications out to CMS user groups during website
release windows and maintenance windows
o Provide guidance on best practices related to content updates,
templates and marketing, including website quality assurance (QA),
communicating business rules, and adherence to product style
guidelines
o Conduct routine platform analysis and manage reporting on platform
issues (for example, by testing different scenarios through secret
shopping)
o Perform QA testing, follow-up to resolve issues, and load finished
material into content management system.

KNOWLEDGE,_SKILLS_AND_ABILITIES_(KSAs)
o At least 2 years of professional work experience
o Prior experience as a helpdesk, customer support specialist or
similar role within digital
o Knowledge of help desk software and remote support tools
o Excellent written and verbal communication, including strong
editing, grammar, and proofreading skills
o A basic understanding of content management systems (CMS),
including Django or similar
o Proficiency in utilizing Google properties, including G Suite and
Analytics
o Must be organized, motivated and detail-oriented
o Ability to exhibit patience and empathy when handling tough cases
o Ability to meet deadlines
o Dependable work ethic
o Desire to learn about how to build and improve digital properties
o Nice to have: Basic understanding of HTML and proficiency with
Adobe Photoshop

TRAVEL
o 0-25%

PPFA participates in the E-Verify program. We are an equal opportunity employer
and are committed to maintaining a non-discriminatory work environment. PPFA
does not discriminate against any employee or applicant for employment on the
basis of race, color, religion, sex, national origin, age, disability, veteran
status, marital status, sexual orientation, gender identity, or any other
characteristic protected by applicable law. We're committed to creating a
dynamic work environment that values diversity and inclusion, respect and
integrity, customer focus, and innovation.

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