Information Technology Operations Analyst

Gracia101 Talent Solutions; Madrid; Presencial; EUR 42.000 - 62.000; Jornada completa

Descripción de la vacante

Gracia101 Talent Solutions is seeking a Global Tech Commercial & Marketing Services Ops Analyst to join the GCMS team in Madrid. You will act as a first-line technology and operations support point for business users with emphasis on Content Hub, DAM, and PIM workflows.

Responsibilities include incident tracking, data quality assurance, reporting, and collaboration with stakeholders to ensure timely resolution and SLA adherence. 2+ years in operations support or related fields are desirable.

Formación

• Bachelor's degree in Marketing, Business Administration, Communications, Information Management, Digital Commerce, IT, or related field.
• 2+ years in operations support or marketing operations.
• Interest in digital content and marketing technology.
• Strong analytical, organizational, and problem-solving skills.
• Fluent English required.
• Experience with ticketing systems, CRM, or service management is a plus.

Responsabilidades

• Provide first-line support to Content Hub users, handling requests, questions, and issues.
• Monitor, track, and resolve incidents, service requests, and operational issues.
• Support day-to-day content, product information, and publishing processes.
• Help ensure data and content quality, including metadata, taxonomy, user access, and controls.
• Create and maintain procedures, operational documentation, and knowledge articles.
• Analyze operational data and prepare reports, dashboards, and KPI metrics.
• Conduct root cause analysis and identify opportunities for process improvement.
• Collaborate with business and technology stakeholders to resolve issues timely.
• Support compliance with company policies, processes, and SLAs.
• Contribute to automation, efficiency, and continuous improvement initiatives.
• Support other technologies and services within GCMS scope when required.

Conocimientos

Strong analytical thinking

Fluent English

Problem-solving

Data analysis

Organizational skills

Educación

Bachelor's degree in Marketing or related field

Herramientas

Ticketing systems

CRM platforms

Workflow tools

Content management systems

Excel/Office 365

Descripción del empleo

Descripción del trabajo

We are looking for a Global Tech Commercial & Marketing Services Ops Analyst to join the Global Commercial & Marketing Services (GCMS) team.

The GCMS team supports business users across Marketing, Agencies, and Commercial functions globally, covering multiple geographies and brands.

In this role, you will act as a first-line technology and operations support point for business users, with a strong focus on Content Hub and related digital content services, including Digital Asset Management (DAM), Product Information Management (PIM), publishing, and content operations.

What You'll Do

• Provide first-line support to Content Hub users, handling operational requests, questions, and issues.
• Monitor, track, and resolve incidents, service requests, and operational issues.
• Support day-to-day content, product information, and publishing processes.
• Help ensure data and content quality, including metadata, taxonomy, user access, and operational controls.
• Create and maintain procedures, operational documentation, and knowledge articles.
• Analyze operational data and prepare reports, dashboards, and KPI metrics.
• Conduct root cause analysis and identify opportunities for process improvement.
• Collaborate with business and technology stakeholders to ensure timely issue resolution.
• Support compliance with company policies, processes, and SLAs.
• Contribute to automation, efficiency, and continuous improvement initiatives.
• Support other technologies and services within the GCMS scope when required.

What We're Looking For

• Bachelor's degree in Marketing, Business Administration, Communications, Information Management, Digital Commerce, Information Technology, or a related field.
• 2+ years of experience in operations support, marketing operations, customer service, business operations, or a related environment.
• Strong interest in digital content, marketing technology, digital commerce, or content operations.
• Strong analytical, organizational, and problem-solving skills.
• Fluent English is required.
• Experience with ticketing systems, workflow tools, CRM platforms, or service management solutions is a plus.

Key Skills

• Microsoft Excel & Office 365
• Reporting and dashboard creation
• Ticketing & service management tools
• Content management principles
• Basic understanding of DAM & PIM
• Digital marketing & content operations
• Process and workflow management
• Data analysis and visualizationDocumentation management