(Canada) Experience Platforms Support Specialist

3 weeks ago

Toronto, Canada Thomson Reuters Full time

**Description**

Experience Platforms Support Specialist

Come and join the Digital Team as we work to transform Thomson Reuters into a truly Digital company. We aren't just changing the way customers engage with us, we are transforming and re-imagining our business, by focusing on the individual user. Our team promotes an agile, collaborative, supportive environment where diverse thinking, innovative design, and experimentation is welcomed and encouraged. Our work focuses on a large portfolio of transformational efforts as we work together to deliver on the promise of making it easy to do business with Thomson Reuters.

**About the Role**

You will play a critical role in the day-to-day operations of our go-to-market technology stack to help Thomson Reuters rapidly scale our digital customer experiences, and support internal and external partnerships. You will directly contribute to the growth of our business by ensuring operational rigor in the day-to-day functions of the GTM Experience Platforms team. You will ensure that our platforms operate smoothly and help a substantial user base to adopt the technology critical to enabling great customer experiences.

If you are passionate about creating a seamless customer journey and skilled in the systems and processes required to bring that vision to life this is the role for you

Set up new users across a strategic portfolio of marketing platforms

Modify existing user permissions

Provide "how to" guidance to users or escalate to appropriate contact

Submit, review and update work requests and support tickets in different systems ("swivel desk")

Maintain SharePoint site, calendar and libraries

QA / testing to validate user issues and fixes

Create and maintain documentation for basic platform tasks and processes

Provide status updates to stakeholders

Coordinate meetings with platform vendors and service providers

Other tasks related to platform maintenance, sourcing, governance and adoption, depending on skillset

Someone like a "Platform support specialist" who can be Eloqua Admin, support and incident process.

Create user permissions, Ticket management for Eloqua and Service Now, Send communication to stake holders, Representing in Service Governance Admin meetings, finding the answers for issues, etc.

**Qualifications**

Highly organized, excellent written English, experience in user administration and support

Able to prioritize, relate dependencies and react appropriately

Adept at figuring out new platforms, resourceful

Documentation / user training experience an asset

Vendor management experience an asset

QA experience an asset

Eloqua experience needed (3+ years)

Admin/user groups/log service tickets on Eloqua platform/ServiceNow to track service incidents

ServiceNow experience preferred

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