Technical Onboarding Lead

Job Description

Job
Technical Onboarding Lead

Position Title

Technical Onboarding Lead

Position Summary

As a Technical Onboarding Lead, you will be instrumental in the implementation of the team's mission to build and maintain a supportive environment for new and existing users of Deluxe's technology. In this role, your primary focus is to analyze client content and delivery requirements and translate them into software solutions and ensure proper onboarding, change management and creation of documentation for the Deluxe Localization and Fulfillment community. You will work with Client, Product Owners, Software Developers and Subject Matter Experts and Individual Users to properly identify solutions and ensure that data and requirements are accurate, timely and properly deployed for workflow automation.

Main Duties
• Lead technical on-boarding initiatives for client and data and asset management configurations on the platform(s) which drive the automation of end-to-end processing workflows
• Support efforts to ensure incoming requests are being actioned (by yourself or others) and following up to ensure customer satisfaction
• Evaluate client content and delivery requirements and participate in product design discussions and software testing and development to streamline Localization and Fulfillment toolsets, outputs and workflow automation
• Manage and maintain third-party tool licenses and identify opportunities for workflow integration
• Implement global on-boarding processes and procedures to streamline the change management of existing and new client configurations to our cloud-based platforms
• Interface with end users from various internal and external groups to ensure on-boarding of fulfillment workflows
• Write, format, edit, review, and proof procedural and technical information for technical and non-technical users
• Support the relationship with the production leads and regional technology and support teams to facilitate knowledge sharing and ensure that local infrastructure, workflow and connectivity requirements and updates are appropriately documented and communicated to affected stakeholders
• Responsible for updating and reporting configuration issues by communicating via creating or updating incidents and email advisements, this involves problem-solving through precise documentation and effective follow-up
• Must have ability to make sound judgments when dealing with issues that arise during troubleshooting and have the skills to determine the appropriate action to be taken for a given situation; must be able to prioritize instantly to prevent missed deadlines
• Provide timely, accurate, professional and responsive support, verbally and via email, to internal and external customer/clients to resolve all issues reported and take proactive steps to prevent the conflict/problem from reoccurring
• Ability to generate required reports from the system as well as read and utilize information

What You Bring
• Bachelor's Degree in Engineering, Production or Post Production Studies or applicable equivalent experience
• Proven experience in the design, development and implementation of localization software solutions and workflows
• Global business insight with theoretical and practical knowledge of localization best practices and industry standards
• Good understanding of commercial localization software (e.g. WinCaps, CaptionMaker/MacCaption, Poliscript Create, EZTitles, Swift, Cavena, Canvass,and Fuzion) and commonly used file formats (e.g. EBU STL, DFXP, TTML, SCC, IMSC, PAC, .890, .XML) for OTT, Broadcast, Theatrical and Home Entertainment
• Good understanding of audio/video file formats (IMF, UHD, HD, SD, Proxies, .MOV, .MP4), television standards, film formats, codecs, frame rates, video resolutions, standards conversions and electronic delivery technologies (S3, Aspera)
• Experience with source control systems and workflow tools-- JIRA/Confluence, Git
• Ability to create and edit technical documentation as it relates to software design, implementation and end user experience
• Ability to clearly communicate technical or non-technical information according to the audience
• Must have ability to make sound judgments when dealing with issues that arise during troubleshooting and have the skills to determine the appropriate action to be taken for a given situation; must be able to prioritize instantly to prevent missed deadlines
• Excellent customer-service skills with an ability to properly identify and assess needs and provide effective and impactful solutions
• Experience working in a fast-paced environment with an ability to engage with a culturally diverse, global team
• Ability to apply critical thinking and root cause analysis
• Adaptability and resiliency to quick changes in priorities, technology, tools and workflows
• Ability to manage complex projects and tasks
• Ability to identify risks and effectively manage activities to mitigate them
• Demonstrated leadership skills

We offer competitive pay and a comprehensive benefits program including medical, dental & vision coverage, vacation & sick leave, 401(k), and more.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's HR representative if you need assistance completing any forms or to otherwise participate in the application process.

Jobcode: Reference SBJ-d24jkm-18-221-151-175-42 in your application.