Global Tech Commercial & Marketing Services Ops Analyst

Gracia101 Talent Solutions; España; On-site; PHP 3,135,000 - 5,016,000; Full time

Job summary

Gracia101 Talent Solutions seeks an Global Tech Commercial & Marketing Services Ops Analyst to join the GCMS team. You’ll provide first-line tech and operations support for Content Hub, DAM, PIM, and publishing workflows, ensuring data quality and efficient content operations.

You will analyze data, create reports, and collaborate with business and tech partners to drive improvements. Fluent English and 2+ years in operations support are required.

Qualifications

• Bachelor’s degree in a related field.
• 2+ years of ops/support experience.
• Fluent English.
• Experience with ticketing/CRM is a plus.

Responsibilities

• Provide first-line support to Content Hub users and resolve requests.
• Monitor incidents and service requests; track and report.
• Support content, product information, and publishing processes.
• Ensure metadata, taxonomy, user access and controls quality.
• Create procedures, docs and knowledge articles.
• Analyze data and prepare dashboards and KPI metrics.
• Collaborate with stakeholders for timely issue resolution.
• Support compliance with policies and SLAs.
• Contribute to automation and process improvement initiatives.

Skills

Excel & dashboards

Ticketing systems

CRM platforms

Content management

DAM & PIM basics

Digital marketing operations

Process & workflow mgmt

Data analysis & visualization

Documentation mgmt

Education

Bachelor’s degree in Marketing, Business Administration, Communications, Information Management, Digital Commerce, Information Technology, or related field

Tools

Ticketing systems

CRM platforms

Workflow tools

Service management solutions

Job description

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 visualization
• Documentation management