Principal Associate, CMS Operations and Support Specialist- CDX

Discover Financial
Richmond, Virginia, Chicago, Illinois
Workplace: OnsiteFull timeUSD 109,900 - 125,400 annuallyFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Detail-oriented","Triage","Stakeholder communication"]

Own frontline Tier 1 support for a Content-as-a-Service (CaaS) platform within the Foundry ecosystem, answering how-to questions, helping users access the system, and handling basic operational tasks. Triage and escalate issues to Tier 2 Jira tickets, run daily check-ins, and keep Jira/Confluence data and sprints organized. Manage access requests, support onboarding, monitor governance, maintain KPIs/dashboards, and update documentation and customer communications.

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Discover Financial
Discover Financial
2 days ago

Principal Associate, CMS Operations and Support Specialist- CDX

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own frontline Tier 1 support for a Content-as-a-Service (CaaS) platform within the Foundry ecosystem, answering how-to questions, helping users access the system, and handling basic operational tasks. Triage and escalate issues to Tier 2 Jira tickets, run daily check-ins, and keep Jira/Confluence data and sprints organized. Manage access requests, support onboarding, monitor governance, maintain KPIs/dashboards, and update documentation and customer communications.
Location: Richmond, Virginia, Chicago, Illinois
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide frontline Tier 1 support for the Foundry CaaS platform via Slack, including how-to guidance, access assistance via AllAccess, and basic operational tasks like clearing caches
  • •Manage intake and escalation by transitioning complex issues to Tier 2 Jira tickets and ensuring the right context is captured for engineering
  • •Run daily support check-ins and triage Tier 2 Jira tickets while updating the Confluence project board and representing the customer’s voice in prioritization
  • •Handle operational governance including access management, onboarding execution, SLA tracking, and monitoring for duplicate/ghost domains and inactive users
  • •Maintain agile and data hygiene: backlog grooming, sprint management, KPI/dashboard upkeep, triage feedback for NPS/VoC, and update self-service documentation and customer communications

Pay and Benefits

Salary: USD 109,900 - 125,400 annually

Key Requirements

  • •Bachelor’s degree or Military experience
  • •At least 4 years of experience managing user access controls or account permissions
  • •At least 2 years of experience administering enterprise content management systems
  • •5+ years of platform management or CMS operations experience
  • •2+ years of experience evaluating or implementing GenAI, automation, or new technology integrations within a marketing ecosystem
Experience:Financial servicesHighly regulated industryMarketing
Education:Bachelor's
Skills:Detail-orientedTriageStakeholder communication
Tech Stack:Content-as-a-Service (CaaS)FoundryJiraConfluenceSlackAllAccessSLAsNet Promoter Score (NPS)Voice of the Customer (VoC)GenAIAutomation

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn