User Support Training Specialist

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 and empathy at scale.

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

We foster an inclusive workplace that values diversity and 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 and connected decisioning.

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

Part of Omnicom’s Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, and data and marketing scientists across 15+ global markets.

YOUR ROLE:

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

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

YOUR RESPONSIBILITIES:

User Support and Troubleshooting

• Provide support to users experiencing issues with the DAM system, including login issues, asset search problems, and file management difficulties.
• Troubleshoot and 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 and track user issues and resolutions to build a knowledge base and identify recurring issues or system improvements.
• Monitor system performance and address issues related to asset uploads, metadata accuracy, and user permissions.

DAM System Training & Onboarding

• Develop and deliver comprehensive training programs for new and existing users of the DAM system, including onboarding for new employees and refresher courses for current staff.
• Create easy-to-follow training materials, including user guides, FAQs, video tutorials, and 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, and retrieve assets effectively.
• Regularly assess user proficiency and provide ongoing training and support to enhance user adoption and system proficiency across the agency.

User Access Management

• Assist with user account setup, including configuring roles, permissions, and 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 and folder structures.
• Maintain and update user access records, tracking permissions and ensuring security protocols are followed.

Documentation & Knowledge Base Management

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

Collaboration with Internal Teams

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

DAM Best Practices & Process Improvement

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

Reporting & Analytics

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

QUALIFICATIONS:

Education

• Bachelor’s 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 and delivering training programs for diverse user groups, from beginners to advanced users.
• Knowledge of metadata standards, asset management practices, and creative workflows is a plus.

Technical Skills

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

Soft Skills

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

Our hybrid work model:

RAPP's current hybrid model is designed to enable in-person connections and 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 and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Healthcare & Dependent Flexible Spending Accounts, vacation, sick, and personal days and positive activism days, paid parental leave and 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 and multiple factors are considered in making compensation decisions including, but not limited to: skill set, experience and 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.