Digital Product Owner

*** IMPORTANT ***You must be eligible to work in the U.S. without sponsorship (U.S. citizens or green card holders only)You must live within commuting distance of downtown Columbus, Ohio.

Organization

Summary

FCDC provides cost-effective, business-driven, collaborative, and secure IT services and solutions to public service agencies throughout Ohio’s most dynamic county. Our goals are simple but expansive: to be the most trusted enterprise technology service provider for Franklin County and a national leader in digital government services.

Every day the FCDC team empowers local government departments, agencies, teams, and nonprofits to deliver top-notch services to residents and businesses in central Ohio, and we take pride in the work they accomplish with our support.

Job Summary

The Digital Product Owner plays a pivotal role within the organization, reporting directly to the GX Concourse Manager or, in the absence of a manager, to the Chief Digital Officer.

This role blends skillsets from product ownership, digital content management, data analytics, and customer experience, all with an approach deeply rooted in human-centric practices we call government experience (GX). The platforms the GX Concourse team uses are low-code/no-code; technical skills are required, outlined below.

The main responsibilities of this role will be to support our low-code/no-code platforms in building and scaling a public-facing web presence for Franklin County, centered on the needs of the people.

This role will take the lead on the management of standardized functions of the Granicus platforms (OpenCities CMS and OpenForms), including automating reminders for content audits, analytics, and usage reporting; handling systems administration; providing general user support; and creating and curating support materials and training documentation.

This role requires an empathetic professionalism, a collaborative growth mindset, attention to detail in organizing and executing work, patience, and impeccable communication and interpersonal skills. Employees new to FCDC or promoted into new positions must complete a 180-day probationary period, and all employees must adhere to current Employee Handbook policies.

Essential Duties and Responsibilities

• To perform this job successfully, candidates must be able to fulfill each essential duty and responsibility to a satisfactory degree, commensurate with their level.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• To perform this job successfully, Digital Product Owners must:
• Assist partner agencies with product adoption of the Granicus platform with regular meetings to uncover user needs, provide training (documentation, virtual, in-person, or recorded sessions), and propose solutions to pain points or public barriers to access and engagement
• Act as expert on CMS platforms to determine user configuration needs, define user roles and workflows, user training and communication around system updates, etc.
• In collaboration with the Digital Content Strategist, conduct regular reporting audits of content based on usage and feedback
• Create and maintain content creation and governance workflows and documentation.
• Manage the CMS’s design theme, including support tickets with the vendor, or updating CSS as needed.
• Assist in monitoring and analyzing site analytics, and assist partner agencies in interpreting data relevant to their content and audiences to improve web presence and/or services.
• Manage reporting dashboards for agency partners with site-wide and content-specific data.
• In collaboration with the Digital Content Strategist, create and maintain user personas to guide the growth of the overall website across agency partners, and journey maps (single-user to cross-agency).
• Build and maintain a platform knowledge base, including creating content and documentation, and curating existing support materials from the vendor
• Support periodic system regulatory compliance reviews and produce security and audit evidence as needed, including maintaining knowledge of best practices and innovations in accessibility requirements of the Americans with Disabilities Act, using standards set forth in Section 508 of the Rehabilitation Act.
• Ensure site compliance and drive accessibility innovation across the industry.
• Build and maintain platform expertise in relevant features, operations, and client usage patterns, including through upgrades or other changes .Maintain, prioritize, and implement a backlog of features, enhancements, and user stories to enhance the user experience
• Collaborate with the FCDC Help Desk on end user support, enabling efficient first-contact incident or request resolution where possible and handling escalated incidents and requests as needed.
• Collaborate with platform vendors, partner Agencies' IT contacts, FCDC teams, and contracted 3rd parties, as necessary, to resolve system issues, implement new features, and provide assistance with user support requests.
• Collaborate with FCDC engineering teams on server, network, security, and cloud systems design, deployments, and maintenance.
• Develop and maintain platform integrations via vendor-supplied APIs or other automated procedures or tools where needed and possible.
• Drive system upgrades and manage maintenance while coordinating with users, third-party consultants, and the platform vendor as needed.
• Acquire platform-relevant training and maintain appropriate certifications.
• Develop platform monitoring methods and post-patching / post-upgrade testing procedures to validate system efficacy.
• Complete all other duties as assigned
• Note: Levels 1, 2, and 3 are distinguished by specific measures of performance, education, and experience.
• The tables below outline standard boundaries between each of the levels.
• Keep in mind that years of service alone is not sufficient justification for promotion.
• An employee must demonstrate consistent next-level performance to become eligible for promotion.FCDC BENEFITS Medical, Dental, Vision and Behavioral Health, and Prescription Drug Coverage
• Employee Assistance Program
• Disability and Life Insurance
• Ohio Public Employees Retirement System (OPERS)
• Deferred

Compensation

Generous Paid Time Off AccrualEleven Paid HolidaysTuition ReimbursementCompany-Paid Training and DevelopmentCommuter ProgramThe Franklin County Data Center is an

Equal Opportunity Employer