Website Support and Operations Coordinator at Mass Digital
We currently have an opening for this position! Submit your resume here.
At Mass Digital, we help organizations across state government use the best technology, design, and data to make every interaction with Massachusetts government simpler, faster, and more meaningful.
As a Website Support and Operations Coordinator, you’ll work in a vital role to support state agencies with their use of our Mass.gov content management system and related tools. You’ll work with cross-functional teams of content strategists, developers, product managers, and technical architects. You’ll be on the front lines helping Mass.gov website authors throughout state government communicate effectively with Massachusetts residents and visitors and make it easy for constituents to access government services. Mass.gov hosts the majority of state web content and has over 50,000 pages with and hundreds of authors from over 100 state organizations. The site sees over 10 million visits a month, with more than 20 million page views.
Responsibilities:
We believe learning on the job is an essential part of this role. If you can perform most of these functions and feel capable of learning the rest, we encourage you to apply.
- Triage and prioritize incoming requests from authors using our service request system.
- Identify customer needs and pain points and collaborate with product manager to factor these into future work.
- Assisting customers on how to use specific features and functionality, while following best practices.
- Review bug reports and errors, verify the issues, and document in the form of a ticket for a developer to review.
- Take ownership of author issues and see problems through to resolution.
- Stay up to date with new product and feature launches to ensure smooth releases for authors.
- Route specialized requests to appropriate internal team members and subject matter experts for handling.
- Manage content management system and third-party tool user accounts related to authoring on Mass.gov.
- Schedule and/or participate in individual or group sessions to provide support for customers to help them find the best way to publish information using the tools we provide.
- Work with others on the team to update our customer knowledge base and documentation
- (If you want to understand more about how we support authors, you can check out our public facing knowledge base.)
- Train other internal team members to participate in customer support to author
Preferred Knowledge, Skills & Abilities:
- At least two (2) years of technical support, help desk or web development related experience in a large customer service focused environment with the desire to support the state’s work to serve the constituents of the Commonwealth
- One (1) year of proven experience using or supporting a content management system. Drupal preferred.
- Strong customer service and organizational skills, with a keen attention to detail, ability to shift priorities as needed and meet appropriate deadlines in a fast-paced environment while handling multiple tasks simultaneously
- Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audience, including those who are less comfortable with technology.
- Experience with at least one ticketing system with the ability to take notes and record all interactions and steps taken with the users. ServiceNow preferred.
- Strong HTML skills and basic understanding of CSS and JavaScript
- Strong problem-solving and analytical skills
- Ability to both collaborate and work independently with limited supervision
- Very strong general technical and web skills
- Ability to quickly learn new technical skills and tools
- Solid understanding of basic web technology and the ability to teach and train others
Education and Certifications:
- Bachelor’s Degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience.
Tools we use (that you would learn):
- Drupal
- Jira
- ServiceNow
- Gitbook
- Github
- Formstack
- SiteImprove
- Google Analytics
- NewRelic
- Microsoft Teams
- Mailchimp
- Verint Foresee
- Google Tag Manager
- Google Custom Search
