Digital Experience Platform Manager

Work Hours: Monday – Friday, 8:00 A.M. – 4:30 P.M. (EST)

* Hours may vary due to work assignments, or projects.
* Work Location:

City Hall Annex
FLSA Status
:
This is an Exempt position.
Salary:

GS. 12 $ 64,024 - $77,348

CLASSIFICATION

SUMMARY:

Incumbents in this classification/role manage and support all facets of designated software, demanding a broad technical skillset encompassing application, server, storage, and network technologies. Responsibilities include administering intricate production and testing environments, providing system-level troubleshooting and guidance, general helpdesk support for city users, system maintenance, platform updates, application management, and user training.

SERIES LEVEL: The Digital Experience Platform Manager is a stand-alone position.

ESSENTIAL FUNCTIONS: (The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.)

Manages the entire lifecycle and operational excellence of assigned business applications, ensuring their optimal performance, reliability, security, and strategic alignment with organizational goals. Bridges the gap between technical infrastructure, business requirements, and end‑user needs.

Manages platform configuration and optimization. Monitors and reviews platform performance. Designs and implements custom platform configurations as required. Designs and implements automation workflows. Understands and manages system integrations. Handles vendor and integration management.

Oversees user management. Manages user roles and permissions. Coordinates and prepares training material. Provides user training and support and engages application SMEs. Adds and manages users and provisions roles and data access. Builds custom roles and assists with custom reporting.

Manages all Service Requests for assigned software. Triages and manages support requests, including problem management and root cause analysis. Provides platform troubleshooting and support, including integrations.

Manages accounts and subscriptions; exports metric data; views account usage and provides reports. Monitors and communicates system performance metrics and resolves issues. Performs data analysis and reporting. Generates custom reports and analyzes data for insights.

Updates and implements user security and roles. Reviews and audits user accounts, permissions, and access rights. Aligns segregation of duties and security profiles. Ensures security and compliance with data privacy regulations.

Oversees change management strategy and policy. Works with internal staff, vendors, and software to communicate maintenance schedules, refresh schedules, and outages. Performs service‑specific maintenance and administration tasks, including regular patching for performance, functionality or security improvements. Views and monitors service details and notifications. Reviews and verifies updates, enhancements, and testing.

Ensures overall system governance. Develops and enforces best practices for operations, compliance, and governance. Develops and enforces data governance policies, performs data audits. Creates and maintains process documentation and knowledge articles.

Stays updated on platform features, new capabilities, new technologies and other platform advancements. Provides input to the Director on recommended changes, updates for the platform.

Must meet regular attendance requirements.

Must be able to maintain good interpersonal relationships with staff, co‑workers, managers and citizens.

Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner.

Performs other duties as assigned.

MINIMUM QUALIFICATIONS
A Bachelor's Degree in Information Technology, Digital Marketing, Business, Management, or a related field is preferred or any combination of equivalent experience and education.
A minimum of five (5) years of progressive experience with Customer Experience/Digital…