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Digital Content Ingestion Analyst

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Kortext Expired
Remote, UK

The Role

Reporting to Sue Pulman, our Director Content Acquisition, the Digital Content Ingestion Analyst will work collaboratively with the broader business to maintain business continuity for our digital content subject-matter expert group; uphold our standards for EPUB and PDF eBook content; manage established service vendor contracts; troubleshoot and resolve content issues to ensure the highest levels of user experience and customer service.

Responsibilities will include:

  • As a digital content expert, you will use a range of tools and devices to troubleshoot content (EPUB and PDF) and ensure that loaded eBooks offer the best possible user experience for customers of the Kortext platform.
  • Working closely with our service vendors you will control and coordinate remedial actions for eBooks which fail to meet Kortext’s specifications. You will review cases with service vendors to understand the technical issues involved and, from this dialogue, identify where process changes or developments are needed.
  • You will work with our service vendors to maximise the value we get from them and optimise the way they integrate with Kortext, monitoring their activity to reduce operating costs whilst improving service to customers. Balance routing of work to optimise cost, quality and risk.
  • In cases where service vendor work is not appropriate or is not cost-effective you will remedy eBook files in-house, using local resources. You will resolve individual technical incidents with EPUB and PDF files, then design and implement solutions to recurring content loading problems.
  • In resolving errors and queries associated with loaded content you will understand the dependencies and risks involved with file replacements in a live production environment.
  • Although not directly customer-facing, your work will have a direct effect on thousands of students and other readers on our platform. It is essential that you have a keen sense of the importance of providing outstanding customer service. You will work closely with our Customer Success team to support them with the detailed technical information they need to respond to customer queries.
  • Manage content incidents in production by:
  • Taking timely actions to restore service to customers when there is an issue with a book
  • Identifying root cause
  • Logging timely and accurate problem records and following up on these with the Development Team
  • Analysing recurring problems and either specifying changes to Kortext Apps to better handle the issue or specifying additional validation in the workflow to catch the issue before it gets into production
  • Identifying where content issues could be detected and healed automatically, to save time and cost. Working with programmers on solutions to achieve this
  • Manage established contracts with service vendors by:
  • Maintaining regular communications with them
  • Keeping workflows, specifications and process documents up to date and fit for purpose
  • Monitoring service vendor activity to reduce operating costs whilst improving service to customers
Key Skills & Personal Attributes

  • Relevant degree qualification, or equivalent work experience, preferred.
  • Commercial experience of addressing technical issues with EPUB and PDF files.
  • Book / Publishing industry experience and a love of books.
  • Familiarity with digital media, publishing or the wider book and publishing industry will be beneficial/essential.
  • Experience with Microsoft Office 365 in a professional environment is essential.
  • Hands-on experience with digital content, Digital Asset Management (DAM) or database work is essential.
  • Experience with the following will be highly beneficial:
  • Digital content distribution or creation
  • Salesforce or other CRM system
  • Development project management tools such as Azure DevOps or Jira
  • ONIX metadata format
  • You will need to step in and fix priority content issues in-house using HTML, XML, CSS and basic JavaScript.
  • You will need to understand the internal structure of EPUB and PDF files, so that you can diagnose issues and explain them to non-technical stakeholders and developers, both internal and external.
  • You will be able to use industry standard EPUB and PDF editors.
  • You will be familiar with Readium and IDPF / W3C Publishing and have knowledge of the tools, utilities and services available in the wider EPUB and PDF ecosystem.
  • You will be confident in dealing with all aspects of content management, data handling and reporting. You will apply your effective data and content management skills to live systems and have a record of successful work with large datasets or databases.
  • You will contribute constructively to preparation of training manuals and internal process documentation as needed.

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Employer: Kortext (@Kortext)
Location: Remote, UK
Posted Date: 01/12/2022
Expiry Date: 05/12/2022
Type: Full-Time
Categories: DAM Manager / User, Creative/Content Operations
Ref: DN-JB-1087
Added by: DAM News Administrator
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