Operations Business Systems Analyst (Remote) at Epsilon

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Company Description
Job Description
The Operations Business Systems Analyst (Ops BSA) will work with a Client Operations Manager and a cross-functional team in the day-to-day operations of real-time, high-volume, multi-channel marketing solutions. The Ops BSA will ensure operational excellence on multiple accounts, maintaining operational processes, tools and deliverables to provide high quality and on-time completion of client deliverables per contractual obligations which include but are not limited to file processing (inputs and outputs, scheduled and ad hoc), PeopleCloud Messaging (PCM) campaign and message delivery, issue management, and SLA compliance.
A major factor in the ability to grow Epsilon's business with an existing customer is the consistent, flawless execution and delivery of daily processes and deliverables, making the Ops BSA position a key contributor to Epsilon's growth strategy.
The ideal candidate:
  • Up-to-date knowledge of Digital Solutions Landscape with enterprise-scale solution delivery experience in Marketing Technology (Loyalty / CRM / Email / Marketing Ops)
  • A unique blend of business and technical savvy; ability to partner with the clients and internal contributors including architects, developers, product owners and infrastructure administrators to execute operational excellence, and the delivery know-how to make the vision a reality

Responsibilities:
  • Accountable for day-to-day solution operations; work with operational teams to provide error-free solutions, contribute to continuous improvement across people, processes and technology to reduce manual work, increase delivery predictability, improve quality and increase client satisfaction.
  • Aid in introducing improvements and enhancements in operations and infrastructure including process automation and PCM campaign delivery to maximize quality of deliverables and team productivity, including the implementation and coordination of on-going monitoring and alerting across the client solution
  • Enforce best practices, standards and methodology on assigned account(s) to improve quality, repeatability, and on-time delivery of client marketing activities
  • Identify opportunities for organizational efficiencies and open communication throughout the appropriate teams
  • Collaborate with delivery teams to ensure quality, completeness and timeliness of operational solution delivery
  • Work with cross-functional teams to conduct root cause analysis and resolve production issues to internal and external client satisfaction.
  • Contribute to solution documentation, including core system documentation and operational escalation processes, ensuring accuracy and completeness
  • Support the triage and resolution of issues
  • Escalate critical client issues to leadership to ensure timely resolution
  • Stay abreast of latest marketing technology trends and all of Epsilon's product offerings
  • Be proactive and one step ahead by anticipating client's operational needs; seamlessly inform, align and lead internal stakeholders to meet client demands
  • Implement continual account-based operational excellence initiatives
  • Willingness to travel up to 15%

Qualifications
Required experience:
  • New graduate with Marketing or Technology-related degree, or up to 3 years of experience in service delivery maintaining real-time, high-volume transactional systems.
  • Ability to multi-task and work well under pressure
  • Strong team player with service-oriented attitude toward external and internal audiences
  • Ability to work within a highly matrixed and geographically dispersed team
  • Experience owning initiatives against strict timeline and multiple priorities
  • Ability to gain knowledge related to the clients' industry, and the current business environment and incorporate this knowledge into the overall solution and operational processes
  • Prior experience in engagements that span tracks of work including User Experience, Technology, Project Management, Business Analysis, Systems Integration, Migration and Infrastructure a plus
  • Prior operations experience in Marketing Technology space (Loyalty/CRM/Email/Marketing Ops) a plus
  • Prior email service provider experience a plus

Education/Certifications
  • Bachelor's degree (or equivalent professional experience)

Additional Information
When you're one of us, you get to run with the best. For decades, we've been helping marketers from the world's top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services.
Thanks to the work of every employee, Epsilon products and services have been recognized as industry-leading by the Forrester Wave™. We process more than 500 billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. And our CORE ID® is the industry's most accurate, stable and scalable identity solution that helps brands recognize and reach 200M+ U.S. consumers in a privacy-safe way.
Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. For more information, visit epsilon.com
Great People Deserve Great Benefits
We know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career.
Epsilon is an Equal Opportunity Employer. Epsilon's policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories.
Epsilon will provide accommodations to applicants needing accommodations to complete the application process.
For San Francisco Bay and Los Angeles Areas: Epsilon will consider for employment qualified applicants with criminal histories in a manner consistent with the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance and San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance.
Applicants with criminal histories are welcome to apply.
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Technology we use

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Location

101 N Wacker Drive, Chicago, IL 60606

An Insider's view of Epsilon

What's something quirky about your company?

We have a company band, made up of anywhere from 30 to 40 employees at a given time. The band has a large following and performs at charity events around Chicago. They also perform a full set at Epsilon’s holiday party each year at the House of Blues. My jaw hit the floor when I saw my peers up on stage rocking out.

Paul

Associate Automation & Infrastructure Engineer

How do you collaborate with other teams in the company?

We collaborate through storytelling. It’s not ‘how’ we build it, but rather ‘why’ we build it. We need to tell stakeholders a story about a consumer pain point, solving it in a differentiated manner and the larger vision. Then, collaboration occurs as we incorporate feedback and have a motivated team building towards a shared vision.

Matt

VP, Product Management:

How would you describe the company’s work-life balance?

Conversant has a very good work-life balance, including unlimited PTO. As a young adult, traveling around the world is one my top priorities and working with a company that aligns with that is a huge plus. I have had the flexibility to visit 7 countries. That flexibility is one of many things that has kept me at Conversant for five years.

Alba

Team Lead, Engineering

What are Epsilon Perks + Benefits

Epsilon Benefits Overview

At Epsilon, we offer benefits and perks that enable our associates to thrive and foster a culture of innovation.

Culture
Volunteer in local community
Epsilon participates in local community activities such as the Greater Chicago Food Depository, Off the Street Club, Chicago Cares Serve-A-Thon, Habitat for Humanity and Ronald McDonald House.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Epsilon has a Social Committee that organizes social, charitable and sports activities.
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Epsilon team fitness initiatives include intramural softball, volleyball and soccer.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Epsilon provides back-up care benefits.
Flexible Work Schedule
What matters is what you achieve, not how many hours you clock. So take time off to enjoy your family and friends when you need it.
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Epsilon hosts an annual summer boat party on Lake Michigan and a holiday party at the House of Blues, where our employee-run band performs the live entertainment all night.
Game Room
Happy Hours
Happy hours are hosted at team's discretion.
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Epsilon offers employees professional development opportunities like on-site training courses and the ability to attend job-related conferences and seminars.
Tuition Reimbursement
Lunch and learns
Epsilon hosts lunch and learn meetings on occasion.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program and career mentoring.
Time allotted for learning
Epsilon encourages employees to complete 48 hours of professional development training per year.
Online course subscriptions available

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