Planning - PMO Business Analyst 2

Title: Content Production Business Analyst
Duration: 12 Months
Location: Remote - Ideal candidate will be East Coast based or able to work a EST schedule
Role Overview

The individual in this role is responsible for maintaining the operational stability, validation, and day-to-day execution of the CMS platform (Adobe Experience Manager) within Growth, Media & Omnichannel Marketing (GMOM).

This role serves as the primary U.S.-based operational and validation support resource for the CMS platform, ensuring production releases are properly tested, platform configurations are maintained, and marketing users receive timely support. The position combines QA execution, production validation, operational troubleshooting, documentation stewardship, and structured requirements support to ensure consistent platform performance and user confidence.

Core Accountability Areas

• QA & Release Validation
  • Execute recurring UAT cycles aligned to sprint and release cadence (every three weeks).
  • Perform post-production deployment validation following environment updates.
  • Validate development tickets against defined acceptance criteria.
  • Identify, document, and track defects or regressions.
  • Support regression testing and release readiness verification prior to major deployments.
• CMS Operational Support & Production Coverage
  • Serve as first-line CMS production support for marketing users.
  • Troubleshoot authoring, publishing, and configuration issues.
  • Manage dictionary updates and platform configuration changes.
  • Administer user permissions and role access.
  • Support embargo management and publishing workflows.
  • Publish pages or content updates on behalf of regional teams when timezone differences require U.S.-based support.
  • Respond to urgent or emergency content updates when page owners are unavailable.
  • Provide operational readiness support during major promotional launches occurring within U.S. business hours.
  • Escalate complex technical issues appropriately to Product or Engineering teams.
• Development & Backlog Support
  • Assist in gathering feature requests and clarifying CMS-related requirements.
  • Create and refine Jira tickets with structured acceptance criteria.
  • Support backlog preparation and documentation for CMS enhancements.
  • Partner cross-functionally to ensure development requests are clearly captured prior to execution.
• Platform Documentation & Knowledge Base Stewardship
  • Maintain and update the dedicated SharePoint knowledge base for AEM.
  • Document workflows, processes, and feature usage guidance.
  • Update documentation when new CMS features or components are deployed.
  • Ensure knowledge resources remain accurate, accessible, and aligned with current platform capabilities.
  • Support structured onboarding and re enablement for CMS users.
• Platform Communications & Enablement
  • Draft and distribute production downtime notifications.
  • Communicate post-release validation updates to platform users.
  • Produce and distribute the monthly CMS update newsletter (e.g., via Stripo).
  • Support internal communication of new features and platform changes.

Scope Boundaries & Role Differentiation

This role focuses on CMS operational execution, validation, and support.

This role does not:

• Own platform roadmap prioritization.
• Serve as a Product Owner.
• Own cross-platform portfolio oversight.
• Own UAT for cross-platform or strategic initiatives (executes in support of the Marketing Operations Program Manager, per the RACI).
• Own the portfolio-wide delivery communications calendar.
• Manage engineering sprint velocity.
• Directly manage other employees.

North Star Objective & Success Measures

Objective:

Ensure CMS operational stability, release reliability, and user confidence across GMOM.

Success will be measured by:

• Consistent completion of UAT and post-production validation cycles without missed releases.
• Reduction in production defects identified after release.
• Timely resolution of CMS support requests.
• Accurate and up-to-date CMS knowledge base documentation.
• Reliable production coverage during promotions, emergency updates, and cross-regional publishing needs.

Qualifications & Experience

• 3–6 years of experience in CMS operations, digital marketing support, QA, business analysis, or related operational roles.
• Experience supporting Adobe Experience Manager (AEM) or similar enterprise CMS platforms preferred.
• Familiarity with Jira or similar ticketing and backlog management tools.
• Experience executing UAT cycles and validating feature releases.
• Experience maintaining documentation or knowledge base systems (e.g., SharePoint).
• Strong written communication skills for user-facing communications and documentation.
• Ability to troubleshoot technical issues and work cross-functionally with engineering teams.
• Comfortable operating in a fast-paced, matrixed enterprise environment.
• Ability to provide reliable production support within U.S. business hours, including occasional time-sensitive updates.

Preferred:

• Experience supporting global marketing teams.
• Familiarity with structured requirement documentation and acceptance criteria.
• Experience managing release communications or internal newsletters.