RAPP Chicago is looking for a User Support Training Specialist to join our award-winning Technology team.

WHO WE ARE:

We are RAPP world leaders in activating growth with precision & empathy at scale.

As a global, next-generation precision marketing agency we leverage data, creativity, technology, & empathy to foster client growth. We champion individuality in the marketing solutions we create, & in our workplace. We fight for solutions that adapt to the individuals needs, beliefs, behaviors, & aspirations.

We foster an inclusive workplace that values diversity & emphasizes personal well-being.

HOW WE DO IT:

At RAPP, our fearless superconnectors help to create value from personal brand experiences by focusing on three key areas: connected data, connected content & connected decisioning.

Our data analysts identify who that person is, our strategists understand what they want, & our award-winning technologists & creatives know how to deliver it ensuring were able to activate authentic customer connections for our clients.

Part of Omnicoms Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, & data & marketing scientists across 15+ global markets.

YOUR ROLE:

As a DAM User Support / Training Specialist, you will be responsible for delivering expert support, training, & guidance to both internal users within the agency & external users, such as clients, on the effective use of the agencys DAM platform. You will work closely with creative, marketing, & production teams to ensure they can efficiently navigate & utilize the DAM system to access, manage, & share digital assets. Your role will also involve creating training materials, conducting user sessions, & providing continuous support to ensure users are maximizing the DAM systems capabilities.

The ideal candidate will have a strong background in customer support, training, & digital asset management with excellent communication & problem-solving skills. You will act as a key liaison between end-users & technical teams, helping to troubleshoot issues & ensure a seamless experience.

YOUR RESPONSIBILITIES:

User Support & Troubleshooting

• Provide support to users experiencing issues with the DAM system, including login issues, asset search problems, & file management difficulties.
• Troubleshoot & resolve technical issues related to DAM usage, ensuring minimal disruption to daily operations.
• Serve as the primary point of contact for all user inquiries, escalating technical problems to the appropriate IT or DAM system administrators when necessary.
• Document & track user issues & resolutions to build a knowledge base & identify recurring issues or system improvements.
• Monitor system performance & address issues related to asset uploads, metadata accuracy, & user permissions.

DAM System Training & Onboarding

• Develop & deliver comprehensive training programs for new & existing users of the DAM system, including onboarding for new employees & refresher courses for current staff.
• Create easy-to-follow training materials, including user guides, FAQs, video tutorials, & step-by-step documentation to assist users with DAM processes.
• Conduct training sessions tailored to the needs of different departments, ensuring they understand how to upload, tag, search for, & retrieve assets effectively.
• Regularly assess user proficiency & provide ongoing training & support to enhance user adoption & system proficiency across the agency.

User Access Management

• Assist with user account setup, including configuring roles, permissions, & access levels to ensure the right individuals have appropriate access to digital assets.
• Ensure that users are properly onboarded into the DAM system, with correct metadata tagging processes & folder structures.
• Maintain & update user access records, tracking permissions & ensuring security protocols are followed.

Documentation & Knowledge Base Management

• Create & maintain a comprehensive user manual & knowledge base that outlines common workflows, best practices, & troubleshooting steps.
• Regularly update the knowledge base with new content based on user feedback, evolving system capabilities, & updates to DAM software.
• Ensure that knowledge-sharing resources (e.g., help articles, training videos) are clear, accessible, & up-to-date for all users.

Collaboration with Internal Teams

• Work closely with the DAM Admin/Technician & Metadata Specialists to ensure that the systems structure, metadata tagging, & folder hierarchy align with the needs of the users.
• Collaborate with IT & Creative/Production teams to identify user requirements, address concerns, & optimize the DAM systems usability.
• Collect & analyze user feedback to propose system enhancements & improvements to the DAM platform.

DAM Best Practices & Process Improvement

• Help establish best practices for asset management, encouraging proper tagging, file naming conventions, & version control across the agency.
• Advise on strategies to improve asset organization, retrieval, & storage, ensuring the system remains efficient as the volume of assets grows.
• Provide insights into user behavior & suggest system adjustments or additional training to streamline workflows & improve system utilization.

Reporting & Analytics

• Monitor & report on DAM system usage, identifying trends, areas for improvement, & training gaps.
• Generate regular usage reports & analytics to assess how the system is being utilized & highlight any training or support opportunities.
• Track the effectiveness of training sessions & propose further enhancements based on user participation & feedback.

QUALIFICATIONS:

Education

• Bachelors degree in Marketing, Communications, Information Management, Library Science, or a related field.
• Relevant certifications in Digital Asset Management (DAM), Project Management, or Training are a plus.

Experience

• 2+ years of experience in user support, training, or customer service in a DAM environment or similar digital tools (e.g., Adobe Creative Cloud, cloud storage platforms, etc.).
• Experience with DAM systems (e.g., Frontify, Bynder, Widen, Adobe Experience Manager, MediaBeacon) is strongly preferred.
• Proven experience in developing & delivering training programs for diverse user groups, from beginners to advanced users.
• Knowledge of metadata standards, asset management practices, & creative workflows is a plus.

Technical Skills

• Strong proficiency with DAM platforms, content management systems (CMS), & digital collaboration tools.
• Experience with cloud storage solutions & understanding of file management practices (e.g., Google Drive, AWS, Box).
• Basic understanding of HTML/CSS & web-based technologies is a plus but not required.
• Ability to troubleshoot common technical issues with DAM systems & escalate as needed.

Soft Skills

• Excellent communication & presentation skills, with the ability to explain complex technical concepts in simple terms.
• Strong problem-solving skills & a customer-focused approach to addressing user issues.
• Ability to work collaboratively with cross-functional teams, including IT, creative, & marketing departments.
• Highly organized with the ability to manage multiple tasks & priorities in a fast-paced, dynamic environment.
• Proactive, self-starter with the ability to identify areas for improvement & implement solutions.

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Our hybrid work model:

RAPP's current hybrid model is designed to enable in-person connections & collaboration that is core to our culture, while also supporting flexibility for all employees. As such, we have the option to work from home two days per week, if we'd like. 

RAPP provides a competitive salary & comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Healthcare & Dependent Flexible Spending Accounts, vacation, sick, & personal days & positive activism days, paid parental leave & disability benefits. For more information regarding Omnicom benefits, please visit www.omnicombenefits.com. A reasonable estimate of the salary for this role, at the time of posting, is $70,000 - $85,000. This range is specific to Chicago & multiple factors are considered in making compensation decisions including, but not limited to: skill set, experience & training, certifications; etc. This is an exempt position. If your requirements fall outside of this range, you are still welcome to apply.

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.