What are the responsibilities and job description for the Content Management Specialist I position at SCI Shared Resources, LLC.?
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Responsible for maintaining and updating web content across SCI’s consumer-facing websites using a content management system (CMS). This role supports internal stakeholders by managing content requests, troubleshooting technical issues, and ensuring digital content is accurate, timely, and aligned with branding standards. The ideal candidate is detail-oriented, tech-savvy, and committed to providing excellent service to both internal teams and external customers.Respond to and manage customer and field requests via phone, email, and internal systems, providing support, training, and troubleshooting as needed.
Maintain and update website and business application content using content management systems (CMS), digital asset management (DAM) tools, and Photoshop.
Identify, document, and escalate technical issues such as website defects, communication errors, and process gaps, collaborating with developers and support teams for resolution.
Monitor and manage request queues independently, ensuring timely resolution of issues in alignment with service level agreements (SLAs), customer satisfaction goals, and net promoter score (NPS) targets.
Assist with basic user acceptance testing (UAT) for new website features, content updates, and system enhancements to ensure accuracy and functionality.
Assist with the onboarding process for new location acquisitions, coordinating with vendors and internal teams to ensure training, setup, and readiness for website or program launch.
Collaborate with cross-functional teams on digital and marketing projects, ensuring content supports SEO, paid media, and lead generation efforts.
Education & Experience
Bachelor or Associate degree in Communications, Marketing, Digital Media, or a related field preferred.
1-2 years customer service or website/technical support experience.
Skills & Expertise
Ability to work in a demanding, complex, and fast-paced environment.
Must be able to prioritize multiple tasks to completion, assess time frames and work both independently and with a team.
Demonstrate a commitment to service excellence and continuous improvement.
Possess good judgment, strong planning and organizational skills.
Proactive and inquisitive critical thinker, willing to ask for help when needed.
A clear communicator who is tech-savvy and able to work across multiple applications seamlessly.
Ability to work efficiently and independently within a goal-oriented environment with a high energy level and positive attitude.
Proficient in Microsoft Office Suite, Microsoft Outlook, Windows, Webex and Cisco applications.
Knowledge and understanding of Internet Explorer, Chrome, Safari, iOS and Android.
Experience with Sitecore or other CMS, asset management systems, Photoshop, incident management systems, Sharepoint a plus.