User Support Training Specialist

RAPP Chicago is looking for a User Support Training Specialist to join our awardwinning Technology team.

WHO WE ARE:

We are RAPP world leaders in activating growth with precision and empathy at scale.

As aglobal nextgeneration precision marketing agencywe leveragedata creativity technology and empathyto foster client growth.We champion individuality in the marketing solutions we create and in our workplace. We fight for solutions that adapt to the individuals needs beliefs behaviors and aspirations.

We foster an inclusive workplace that values diversity and emphasizes personal wellbeing.

HOW WE DO IT:

At RAPP our fearless superconnectors help tocreate value from personal brand experiences by focusing on three key areas: connected data connected content and connected decisioning.

Our data analysts identify who that person is our strategists understand what they want and our awardwinning technologists and creatives know how to deliver it ensuring were able to activate authentic customer connections for our clients.

Part of Omnicoms Precision Marketing Group RAPP is comprised of 2000 creatives technologists strategists and data and marketing scientists across 15 global markets.

YOUR ROLE:

As a DAM User Support / Training Specialist you will be responsible for delivering expert support training and guidance to both internal users within the agency and external users such as clients on the effective use of the agencys DAM platform. You will work closely with creative marketing and production teams to ensure they can efficiently navigate and utilize the DAM system to access manage and share digital assets. Your role will also involve creating training materials conducting user sessions and providing continuous support to ensure users are maximizing the DAM systems capabilities.

The ideal candidate will have a strong background in customer support training and digital asset management with excellent communication and problemsolving skills. You will act as a key liaison between endusers and technical teams helping to troubleshoot issues and ensure a seamless experience.

YOUR RESPONSIBILITIES:

User Support and Troubleshooting

• Provide support to users experiencing issues with the DAM system including login issues asset search problems and file management difficulties.
• Troubleshoot and resolve technical issues related to DAM usage ensuring minimal disruption to daily operations.
• Serve as the primary point of contact for all user inquiries escalating technical problems to the appropriate IT or DAM system administrators when necessary.
• Document and track user issues and resolutions to build a knowledge base and identify recurring issues or system improvements.
• Monitor system performance and address issues related to asset uploads metadata accuracy and user permissions.

DAM System Training & Onboarding

• Develop and deliver comprehensive training programs for new and existing users of the DAM system including onboarding for new employees and refresher courses for current staff.
• Create easytofollow training materials including user guides FAQs video tutorials and stepbystep documentation to assist users with DAM processes.
• Conduct training sessions tailored to the needs of different departments ensuring they understand how to upload tag search for and retrieve assets effectively.
• Regularly assess user proficiency and provide ongoing training and support to enhance user adoption and system proficiency across the agency.

User Access Management

• Assist with user account setup including configuring roles permissions and access levels to ensure the right individuals have appropriate access to digital assets.
• Ensure that users are properly onboarded into the DAM system with correct metadata tagging processes and folder structures.
• Maintain and update user access records tracking permissions and ensuring security protocols are followed.

Documentation & Knowledge Base Management

• Create and maintain a comprehensive user manual and knowledge base that outlines common workflows best practices and troubleshooting steps.
• Regularly update the knowledge base with new content based on user feedback evolving system capabilities and updates to DAM software.
• Ensure that knowledgesharing resources (e.g. help articles training videos) are clear accessible and uptodate for all users.

Collaboration with Internal Teams

• Work closely with the DAM Admin/Technician and Metadata Specialists to ensure that the systems structure metadata tagging and folder hierarchy align with the needs of the users.
• Collaborate with IT and Creative/Production teams to identify user requirements address concerns and optimize the DAM systems usability.
• Collect and analyze user feedback to propose system enhancements and improvements to the DAM platform.

DAM Best Practices & Process Improvement

• Help establish best practices for asset management encouraging proper tagging file naming conventions and version control across the agency.
• Advise on strategies to improve asset organization retrieval and storage ensuring the system remains efficient as the volume of assets grows.
• Provide insights into user behavior and suggest system adjustments or additional training to streamline workflows and improve system utilization.

Reporting & Analytics

• Monitor and report on DAM system usage identifying trends areas for improvement and training gaps.
• Generate regular usage reports and analytics to assess how the system is being utilized and highlight any training or support opportunities.
• Track the effectiveness of training sessions and propose further enhancements based on user participation and feedback.

QUALIFICATIONS:

Education

• Bachelors degree in Marketing Communications Information Management Library Science or a related field.
• Relevant certifications in Digital Asset Management (DAM) Project Management or Training are a plus.

Experience

• 2 years of experience in user support training or customer service in a DAM environment or similar digital tools (e.g. Adobe Creative Cloud cloud storage platforms etc..
• Experience with DAM systems (e.g. Frontify Bynder Widen Adobe Experience Manager MediaBeacon) is strongly preferred.
• Proven experience in developing and delivering training programs for diverse user groups from beginners to advanced users.
• Knowledge of metadata standards asset management practices and creative workflows is a plus.

Technical Skills

• Strong proficiency with DAM platforms content management systems (CMS) and digital collaboration tools.
• Experience with cloud storage solutions and understanding of file management practices (e.g. Google Drive AWS Box).
• Basic understanding of HTML/CSS and webbased technologies is a plus but not required.
• Ability to troubleshoot common technical issues with DAM systems and escalate as needed.

Soft Skills

• Excellent communication and presentation skills with the ability to explain complex technical concepts in simple terms.
• Strong problemsolving skills and a customerfocused approach to addressing user issues.
• Ability to work collaboratively with crossfunctional teams including IT creative and marketing departments.
• Highly organized with the ability to manage multiple tasks and priorities in a fastpaced dynamic environment.
• Proactive selfstarter with the ability to identify areas for improvement and implement solutions.

Our hybrid work model:

RAPPs current hybrid model is designed to enable inperson connections and collaboration that is core to our culture while also supporting flexibility for all employees. As such we have the option to work from home two days per week if wed like.

RAPP provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance 401(k) stock options Healthcare & Dependent Flexible Spending Accounts vacation sick and personal days and positive activism days paid parental leave and disability benefits. For more information regarding Omnicom benefits please visit www.omnicombenefits. A reasonable estimate of the salary for this role at the time of posting is $70000 $85000. This range is specific to Chicago and multiple factors are considered in making compensation decisions including but not limited to: skill set experience and training certifications; etc. This is an exempt position. If your requirements fall outside of this range you are still welcome to apply.

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status.

NOTE: This job description is not intended to be allinclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.