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Software Engineer III - Marketing Support

IT/Technical & Product Development
TEC0016V Requisition #

Who are we?

 is a global information analytics business that helps institutions and professionals advance healthcare, open science and improve performance for the benefit of humanity. Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support and professional education, including ScienceDirect, Scopus,SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, 38,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries. www.elsevier.com.


Job Title:

Software Engineer III

Purpose of the job:

We are seeking a talented and self-motivated Marketing Services Desk Analyst who has developed a career in 1st & 2nd Line Technical support ideally for marketing platforms and who has operated within a cross-functional product development environment.   The role will be joining an agile team to help innovate, improve and deliver all aspects of existing marketing campaigns and new global campaigns across the entire Elsevier portfolio using the Adobe marketing suite.     

This is an exciting opportunity to play a role in the marketing automation world.

Key Result Area:

Provide technical support for Marketing Technology application stack

·         Support in the development of target support models, SLAs that are fit for purpose and feasible for incident reporting, management and resolution.

·         Support applications such as Adobe Campaign (version 6.1.1, version 7), CAPRI (Database), ELBA, Tableau and other systems.

·         Receive the support requests logged by the internal business users, triage complex problems taking corrective actions to ensure timely delivery of campaigns.

·         Handle the requests through tickets, participate in troubleshooting and quickly arrive at workable solutions for bugs/issues

·         Contribute effectively by providing advices and sharing Best Practices.

·         Carry out regular follow-ups and chase-ups on your tickets to push for external and internal updates

·         Detect potential opportunities and raise alerts to anticipate crisis.

·         Keep up to date with ongoing Adobe product developments and policy changes

·         Adhere to the internal Change Management process for any enhancements performed


Provide functional support for Marketing Technology application stack

·         Provide user access and permissions assistance

·         Respond to user queries, and work with Adobe Support as appropriate and required, in order to resolve

·         Manage work list and understand the requirement to priorities work items

·         Work with other technology teams in order to assist with issues and understand root cause

·         Work with key business contacts, clearly and concisely providing them with support and/or pertinent updates when required

·         Partly own the APAC time zone support requirements at both a technical and functional level

·         Work with Operational Control Center (OCC) and infrastructure teams to ensure applications are functional and runbooks updated 

·         Our new technology stack is comprised of the following technologies, experience in a support role in a similar environment is an advantage


• Database: MYSQL, PostgreSQL, SQL (Oracle PLSQL)

• AWS (Database): AWS DynamoDB, RDS and AWS Redshift

• AWS (Compute): EC2, EMR, Lambda, Data Pipeline and Kinesis

• Big Data technologies (Hadoop: Apache Kafka, Pyspark, MongoDB /Cassandra and Hbase etc.) 

• Knime: (Java)

• DataBricks: (Apache Spark)

• Programming languages (Python, JQuery etc)

• Front-end technologies JavaScript, HTML5, XML, JSON and CSS3

• Marketing automation tools (Adobe Campaign v7, Hubspot, Spredfast & Pardot)

Key Competencies:



Level Description

Displays High Integrity and Honesty

Level 2

Always follows rules and does what is expected.
Does what s/he says s/he will do.
Remembers commitments and promises.
Is honest and ethical in decision making.
Is trusted by others to do the right thing.
Is fair and honest in how s/he treats others.

Technical and Professional Expertise

Level 2

Applies a detailed understanding of own work and relates effectively to overall business context. 
Can be depended upon by manager and peers for technical or professional advice.
Delivers within own role to make an important contribution to the team.
Is able to resolve technical issues or questions quickly and effectively.

Connects Group to Outside World

Level 2

Regularly connects with customers to gather feedback on current activities and relationship with business.
Uses knowledge and feedback from a customer perspective to improve the team’s service/ product.
Regularly attends external meetings to represent the unit and that will benefit the business.
Encourages team to respond quickly to customer needs and concerns.

Champions Change

Level 2

Understands and applies change management methodology to change initiatives.
Looks for ways to improve own work processes.
Plans ahead to prepare for changes that may affect the business or team.
Maintains a positive outlook in the face of a changing environment.
Is able to clarify how changes affect individual, team and wider division.
Actively seeks out ways to continually improve team activities.

Solves Problems and Analyzes Issues

Level 2

Is able to ask effective questions and collect facts from multiple sources in order to solve problems.
Is able to effectively identify and analyze problems and propose solutions.
Effectively manages day today issues and problems without intervention.

Takes Initiative


Level 2


Independently addresses unexpected situations.
Confident in taking action and removing obstacles to action.
Can be counted on to follow through on actions.
Encourages others to take their own initiative when faced with a problem.
Provides appropriate amount of information, resources and support without undermining the individual’s full ownership of objectives and their success.


Builds Relationships


Level 2


Establishes rapport with others on the team and across teams.
Works effectively with others to get work done.
Handles difficult situations, minimizing conflict.
Treats all individuals with respect.


Functional and Technical competencies:

         2+ years knowledge of working with an application development environment using a modern development language (such as JavaScript or Java) is essential as is experience working with databases

         2+ years of Microsoft Office applications or other recognized enterprise-level back office and/or business solution applications

         Knowledge of modern enterprise-wide architectures is an advantage but not compulsory

         Experience working with SaaS-based solutions and an ability to discuss around these, demonstrating and articulating some of their benefits and challenges, is also an advantage

         Evident experience of problem solving and a results-driven approach to work

         Knowledge of the benefits and challenges of an IT organization distributed across several geographies

Education, Knowledge, Skills and Experience:

         Strong analytical skills

         An aptitude which demonstrates learning capability and a thorough problem-solving mindset, either collaboratively or based on one’s own initiative

         Excellent written and verbal communication skills. The successful candidate will be somebody who can clearly and concisely, explain an issue, its cause and resolution

         A willingness to own a problem, clearly working towards a solution


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