Content Production Business Analyst

Pay Rate: Up to $69/hour

Duration: 12-month assignment

Hours: Full-Time

Location: Remote – East Coast preferred / Must be able to work EST schedule

Travel: Travel to San Mateo, CA for Sync Week is required and will be at the candidate’s own expense; travel expenses will not be reimbursed

Summary

We are seeking an experienced Content Production Business Analyst to support the operational stability, quality assurance, and day-to-day execution of an enterprise Content Management System (CMS).

In this role, you will serve as a primary U.S.-based operational and validation resource for the CMS platform, supporting production releases, user acceptance testing, platform configuration, troubleshooting, documentation, and marketing user support. The ideal candidate has experience with CMS operations, digital marketing support, QA, business analysis, or related operational functions within a fast-paced enterprise environment.

What You'll Do

• Execute recurring user acceptance testing (UAT) cycles aligned with sprint and release schedules
• Perform post-production deployment validation following environment updates
• Validate development tickets against defined acceptance criteria
• Identify, document, and track defects, regressions, and release issues
• Support regression testing and release readiness activities prior to major deployments
• Provide first-line production support for CMS users
• Troubleshoot authoring, publishing, and platform configuration issues
• Manage platform configuration changes and dictionary updates
• Administer user permissions and role access
• Support publishing workflows and time-sensitive content updates
• Publish pages and content updates on behalf of regional teams when timezone differences require U.S.-based support
• Provide operational readiness support during major promotional launches occurring within U.S. business hours
• Escalate complex technical issues to appropriate Product or Engineering teams
• Assist with gathering feature requests and clarifying CMS-related requirements
• Create and refine Jira tickets with structured acceptance criteria
• Support backlog preparation and documentation for CMS enhancements
• Partner cross-functionally to ensure development requests are clearly documented prior to execution
• Maintain and update the CMS knowledge base in SharePoint
• Document workflows, processes, and feature usage guidance
• Update documentation when new CMS features or components are deployed
• Support structured onboarding and refresher enablement for CMS users
• Draft and distribute production downtime notifications and post-release validation communications
• Produce and distribute monthly CMS update newsletters
• Support internal communications regarding new platform features and changes

What You Bring

• 3–6+ years of experience in CMS operations, digital marketing support, QA, business analysis, or related operational roles
• Experience supporting Adobe Experience Manager (AEM) or a similar enterprise CMS platform preferred
• Experience executing UAT cycles and validating feature releases
• Familiarity with Jira or similar ticketing and backlog management tools
• Experience maintaining documentation or knowledge base systems such as SharePoint
• Strong written communication skills for user-facing communications and technical documentation
• Ability to troubleshoot technical issues and work effectively with Engineering and cross-functional teams
• Familiarity with structured requirements documentation and acceptance criteria
• Strong organizational and problem-solving skills
• Ability to work effectively in a fast-paced, matrixed enterprise environment
• Ability to provide reliable production support during U.S. business hours, including occasional time-sensitive updates
• Ability to work an EST schedule
• Ability to travel to San Mateo, CA for required Sync Week at personal expense

Bonus Points If You Have

• Experience supporting global marketing teams
• Experience with Adobe Experience Manager or similar enterprise CMS platforms
• Experience managing release communications or internal newsletters
• Experience supporting marketing technology or digital content platforms
• Experience with structured UAT, regression testing, and production release validation
• Experience supporting enterprise knowledge bases or user enablement programs

Success will be measured by:

• Consistent completion of UAT and post-production validation cycles without missed releases
• Reduction in production defects identified after release
• Timely resolution of CMS support requests
• Accurate and up-to-date CMS knowledge base documentation
• Reliable production coverage during promotions, emergency updates, and cross-regional publishing needs

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.