Editorial Support Services Engineer

The Philippine Daily Inquirer., Inc.; Makati; On-site; PHP 390,600 - 502,200; Full time

Benefits offered by this job

Health benefits

Employee discounts

Training and development opportunities

Job summary

A leading media organization based in Makati is looking for an Editorial Systems Support Specialist. The ideal candidate will monitor and maintain editorial applications, provide user support through an IT ticketing system, assist in training new users, and document processes for continuous improvement. The candidate should have a strong background in editorial systems and effective communication skills to enhance user satisfaction and operational efficiency. Join a dynamic team dedicated to delivering high-quality editorial content.

Qualifications

• Proven experience providing technical support and application maintenance.
• Strong understanding of editorial systems and processes.
• Excellent communication skills for user training and support.

Responsibilities

• Monitor and maintain editorial applications for efficiency.
• Provide real-time user support and manage IT tickets.
• Assist in training users and enhancing systems.

Skills

Technical troubleshooting

User support

Editorial systems knowledge

Application maintenance

Training and onboarding

Education

Bachelor's degree in IT or related field

Tools

Content Management Systems (CMS)

IT Ticketing Systems

Database management software

Job description

KEY RESPONSIBILITIES

1. Editorial Application Maintenance, Installation, and Modification

• Monitors and performs routine checks on editorial applications such as CMS platforms, layout software, and content tools.
• Troubleshoots errors and user issues to enhance a smooth editorial workflow.
• Installs and updates editorial applications and modules as requested.
• Applies approved modifications and supports configuration changes to improve user efficiency.
• Ensures timely setup and documents all installations for internal records.

2. User Support and IT Ticketing

• Provides real-time support to editorial system users, addressing issues submitted through the IT Ticketing System.
• Ensures all assigned tickets are updated and resolved efficiently, prioritizing issues based on urgency and impact.
• Gather user feedback to help improve support quality and editorial satisfaction.

3. Editorial Systems Improvement

• Assists in researching, testing, and documenting current and proposed editorial systems and processes.
• Participates in pilot testing and evaluation of new tools to be implemented in the editorial workflow.
• Suggests enhancements and reports on the effectiveness of existing systems.

4. Editorial Training Support

• Trains end users in the operation of editorial systems and software, particularly new tools or updates.
• Provides user guides, short demos, and hands‑on assistance to increase confidence and reduce dependency on IT.
• Tracks training feedback and supports onboarding for new editorial staff.

5. Editorial Content Archiving

• Archives all editorial content: text, images, and full pages, on a daily basis.
• Maintains accurate, retrievable backups for future editorial and legal reference purposes.
• Ensures data is stored securely in accordance with internal protocols.

6. Newspaper Uploading

• Uploads completed newspaper editions and related content to distribution partners and platforms.
• Verifies accuracy and completeness of each upload.
• Monitors upload status and resolves any issues promptly.

7. Collaboration and IT Projects

• Assists in testing, implementation, and deployment of IT projects or editorial‑related projects as assigned.
• Participates in cross‑functional initiatives including automation, workflow enhancements, or cybersecurity tasks.

8. Process Documentation

• Develops, updates, and maintains clear documentation of all ESS and processing workflows.
• Ensures availability of SOPs for training, compliance, and audits.
• Recommends improvements to departmental policies and operational procedures to enhance output and reduce errors.

9. Performs other related tasks that may be assigned.