Software Engineer III - Marketing Support
Chennai, Tamil Nadu, India
1d ago

Who are we?

isa global information analytics business that helps institutions andprofessionals advance healthcare, open scienceandimprove performance for the benefit of humanity.

Elsevier provides digitalsolutions and tools in the areas of strategic research management, R&Dperformance, clinical decision support and professional education, including,,,and.

Elsevier publishes over 2,500 digitized journals, includingand,38,000 e-book titles and many iconic reference works, including.

Elsevier is part of,a global provider of information and analytics for professionals and businesscustomers across industries..

Job Title : Software Engineer III

Purpose of the job :

We areseeking a talented and self-motivated Marketing Services Desk Analyst who hasdeveloped a career in 1st & 2nd Line Technical support ideally formarketing platforms and who has operated within a cross-

functional productdevelopment environment.The role willbe joining an agile team to help innovate, improve and deliver all aspects ofexisting marketing campaigns and new global campaigns across the entireElsevier portfolio using the Adobe marketing suite.

Thisis an exciting opportunity to play a role in the marketing automation world.

Key Result Area :

Provide technicalsupport for Marketing Technology application stack

  • Support in the development of targetsupport models, SLAs that are fit for purpose and feasible for incidentreporting, management and resolution.
  • Support applications such as AdobeCampaign (version 6.1.1, version 7), CAPRI (Database), ELBA, Tableau and othersystems.
  • Receive the support requests logged bythe internal business users, triage complex problems taking corrective actionsto ensure timely delivery of campaigns.
  • Handle the requests through tickets,participate in troubleshooting and quickly arrive at workable solutions forbugs / issues
  • Contribute effectively by providingadvices and sharing Best Practices.
  • Carry out regular follow-ups andchase-ups on your tickets to push for external and internal updates
  • Detect potential opportunities andraise alerts to anticipate crisis.
  • Keep up to date with ongoing Adobeproduct developments and policy changes
  • Adhere to the internal ChangeManagement process for any enhancements performed
  • Provide functionalsupport for Marketing Technology application stack

  • Provide user access and permissionsassistance
  • Respond to user queries, and work withAdobe Support as appropriate and required, in order to resolve
  • Manage work list and understand therequirement to priorities work items
  • Work with other technology teams inorder to assist with issues and understand root cause
  • Work with key business contacts,clearly and concisely providing them with support and / or pertinent updates whenrequired
  • Partly own the APAC time zone supportrequirements at both a technical and functional level
  • Work with Operational Control Center(OCC) and infrastructure teams to ensure applications are functional andrunbooks updated
  • Our new technology stack is comprisedof the following technologies, experience in a support role in a similarenvironment is an advantage
  • Database : MYSQL,PostgreSQL, SQL (Oracle PLSQL)
  • AWS (Database) : AWSDynamoDB, RDS and AWS Redshift
  • AWS (Compute) : EC2,EMR, Lambda, Data Pipeline and Kinesis
  • Big Datatechnologies (Hadoop : Apache Kafka, Pyspark, MongoDB / Cassandra and Hbaseetc.)
  • Knime : (Java)
  • DataBricks : (ApacheSpark)
  • Programminglanguages (Python, JQuery etc)
  • Front-endtechnologies JavaScript, HTML5, XML, JSON and CSS3
  • Marketingautomation tools (Adobe Campaign v7, Hubspot, Spredfast & Pardot)
  • KeyCompetencies : Competency

    Level Description

    Displays High Integrity and Honesty

    Level 2

    Always follows rules and does what is expected.

    Does what s / he says s / he will do.

    Remembers commitments and promises.

    Is honest and ethical in decision making.

    Is trusted by others to do the right thing.

    Is fair and honest in how s / he treats others.

    Technical and Professional Expertise

    Level 2

    Applies a detailed understanding of own work and relates effectively to overall business context.

    Can be depended upon by manager and peers for technical or professional advice.

    Delivers within own role to make an important contribution to the team.

    Is able to resolve technical issues or questions quickly and effectively.

    Connects Group to Outside World

    Level 2

    Regularly connects with customers to gather feedback on current activities and relationship with business.

    Uses knowledge and feedback from a customer perspective to improve the team’s service / product.

    Regularly attends external meetings to represent the unit and that will benefit the business.

    Encourages team to respond quickly to customer needs and concerns.

    Level 2

    Understands and applies change management methodology to change initiatives.

    Looks for ways to improve own work processes.

    Plans ahead to prepare for changes that may affect the business or team.

    Maintains a positive outlook in the face of a changing environment.

    Is able to clarify how changes affect individual, team and wider division.

    Actively seeks out ways to continually improve team activities.

    Solves Problems and Analyzes Issues

    Level 2

    Is able to ask effective questions and collect facts from multiple sources in order to solve problems.

    Is able to effectively identify and analyze problems and propose solutions.

    Effectively manages day today issues and problems without intervention.

    Level 2

    Independently addresses unexpected situations.

    Confident in taking action and removing obstacles to action.

    Can be counted on to follow through on actions.

    Encourages others to take their own initiative when faced with a problem.

    Provides appropriate amount of information, resources and support without undermining the individual’s full ownership of objectives and their success.

    Level 2

    Establishes rapport with others on the team and across teams.

    Works effectively with others to get work done.

    Handles difficult situations, minimizing conflict.

    Treats all individuals with respect.

    Functional and Technical competencies :

  • 2+ yearsknowledge of working with an application development environment using a moderndevelopment language (such as JavaScript or Java) is essential as is experienceworking with databases
  • 2+ years ofMicrosoft Office applications or other recognized enterprise-level back officeand / or business solution applications
  • Knowledge ofmodern enterprise-wide architectures is an advantage but not compulsory
  • Experienceworking with SaaS-based solutions and an ability to discuss around these,demonstrating and articulating some of their benefits and challenges, is alsoan advantage
  • Evidentexperience of problem solving and a results-driven approach to work
  • Knowledge ofthe benefits and challenges of an IT organization distributed across severalgeographies
  • Education, Knowledge, Skillsand Experience :

  • Stronganalytical skills
  • An aptitudewhich demonstrates learning capability and a thorough problem-solving mindset,either collaboratively or based on one’s own initiative
  • Excellentwritten and verbal communication skills. The successful candidate will besomebody who can clearly and concisely, explain an issue, its cause and resolution
  • Awillingness to own a problem, clearly working towards a solution
  • Apply
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