Link is seeking a Product Support Specialist - Workfront to support Link’s ePMO process and tooling standards. The Product Support Specialist - Workfrontis responsible for delivering Link’s technology projects and programs.  

This role will report to the associate program director and Workfront product owner. Workfront is the ePMO’s project and portfolio management product. Workfront is an integral tool for the management of projects/programs and delivery of enterprise reporting for Link’s ePMO and Business Transformation Office.

The specialist role has two key functions. The first is supporting the ePMO via the creation and maintenance of project management reference material, facilitating ePMOprocesses, and ensuring Workfront project plans and reporting adhere to ePMO standards. The second is administering the Workfront product for the company.

RESPONSIBILITIES:

ePMO Support

• Become familiar with the ePMOmethodology and framework and capable of providing guidance to project resources on the framework

• Collaborate with and provide guidance to project managers on project plan creation

• Govern project plans are adequately documented at each phase of the project, including project closeout

• Create and maintain quick reference guides for the ePMO

• Handle administrative tasks in Workfront at project phase gates, in alignment with the Business Transformation Office’s governance model

• Monitor dashboards created in Workfront and engage with project managers to ensure project plan attributes are aligned to project standards

• Capture ePMO KPI data from Workfront to upload into PowerPoint decks (e.g.ePMO KPI presentation)

• Partner with the ePMO reporting analyst to capture project data from Workfront to feed into ePMO financial and delivery reporting

Workfront Product Specialist

• Hands-on role in system implementation for system functionality, automation enhancements, or new/existing dashboards, reports and forms 

• Workfront Group System Administration and Management: Supporting the system utilization, standardization and stability

• Acts as the Workfront champion and day-to-day resource for users

• Oversees user licenses for designated group to ensure correct alignment of associate to Workfront license type based on system access and functionality needs

• Provides direction to Workfront teams on basic administration of the application

• Provides technical subject matter expertise and business process knowledge to teams while supporting business analysis

• Actively orchestrates report and dashboard configurations and development/automation tasks for business needs

• Partners with Leadership and Workfront users to map current state processes and translate into new workflows utilizing Workfront to aid in inefficiencies

• Supports capacity planning and resource management efforts to realize, manage, and reconcile labor utilization

• Assists in creating workflow and automation solutions to improve workflow management

• Workfront Reporting: Creating visibility and understand of the work and resource utilization

• Aids in establishing metrics, builds reports and dashboards to assist in user workflow, portfolio/program/projects, channel deliverables, project types and resource management

• Performs statistical analysis on gathered data, running queries and making recommendations

• Workfront System Training: Providing group end user training and information to solidify team understanding and further system utilization

• As a part of new/updated implementations or enhancements, leads the communication planning and system training for the various Workfront license user types

• Crafts training materials - including but not limited to: training presentations, QRGs (Quick Reference Guides), Job Aids, presentation decks and training videos

• Assisting new associates with onboarding to ensure familiarity with the Workfront system and understanding of role-specific responsibilities within the system

• Explains complex technical material clearly to users with varying levels of proficiency

QUALIFICATIONS:

• 1 years of experience in the commercial real estate industry (nice to have)

• 3 years of experience as a Workfront Administrator 

• Expertise in managing custom forms, templates and dashboards within Workfront

• Previous experience in helpdesk support or customer service.

• Working knowledge of Workfront Workflows, Security, and Permissions, Audit Controls & Procedures.

• Experience with helpdesk software (Service Now, Fresh Service, Zendesk, etc.) a plus.

• Four-year college degree with a BA or BS in Accounting, Business, Finance,

• Computer Science, or equivalent is preferred. Two-year degree is acceptable with comparable industry experience.

• Excellent problem solving and analysis skills.

• Proficient verbal and written communication skills.

• Outstanding time management and prioritization skills.

• Uses attention to detail to achieve precise results.

• Adaptable and flexible when given new responsibilities/changes in priorities.

• Able to work independently as well as with a team to find solutions for common or recurring issues.

• Displays enthusiasm to broaden skills/experience with existing and new products.

$75,000 - $85,000 represents the presently anticipated base compensation pay range for this position at Link. Actual pay may vary based on various factors, including but not limited to location and experience.

Link provides a variety of benefits to employees, including health insurance coverage, retirement savings plan, paid holidays, paid time off.

The direct compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility.