The Mediaocean Support Analyst will provide day-to-day operational and technical support for the Mediaocean platform suite across Stagwell's global agency network. Based in India and PH, this role is critical to ensuring reliable, time-zone-aligned coverage for regional agencies and will work closely with the Director, Media Systems and the broader NA-based Media Systems team. The ideal candidate will have working knowledge of Mediaocean products and media operations, with a strong service orientation and the ability to grow into a more senior support role as the team scales.
This position reports to the Director, Media Systems.
Key Responsibilities
- Platform Support: Serve as a frontline support resource for Mediaocean platform inquiries, troubleshooting system issues, data discrepancies, and user access requests across assigned agencies and regions.
- Ticket Management: Manage and resolve support tickets within established SLAs, ensuring timely communication with stakeholders and thorough documentation of issues and resolutions.
- Issue Escalation: Diagnose and resolve technical issues within Mediaocean (Prisma, Spectra OX/DS and related modules), escalating complex problems to the Director, Media Systems or Mediaocean vendor support as needed.
- User Administration: Manage user accounts, roles, permissions, and security settings within the Mediaocean environment for assigned agencies.
- Campaign & System Configuration: Assist media planning and buying teams with campaign setup, rate structures, vendor records, and billing workflows within the platform.
- Data Integrity: Perform regular data audits and reconciliations between Mediaocean and downstream systems including billing, finance, and reporting platforms.
- Regional Coverage: Provide reliable support coverage aligned to APAC, MENA, and/or EU/UK time zones as assigned, ensuring agencies in those regions have consistent access to platform assistance.
- Documentation: Develop and maintain support documentation, knowledge base articles, and standard operating procedures for common platform tasks and issue resolution.
- Training Participation: Complete Mediaocean certification training programs and participate in ongoing skill development sessions led by the NA-based Media Systems team.
- Integration Support: Assist with monitoring and resolving Maconomy/Mediaocean integration issues, including staging table errors and data feed discrepancies.
- Migration Support: Support platform migration activities (e.g., OX to Prisma) by assisting with data validation, user acceptance testing, and post-migration issue triage.
Required Business Skills, Experience and Qualifications
- Bachelor's degree in Marketing, Advertising, Communications, Information Systems, or a related field.
- 1–3 years of experience with Mediaocean platforms (Prisma, Spectra OX/DS) or comparable media operations systems in a support or analyst capacity.
- Working knowledge of media planning, buying, and reconciliation processes.
- Experience with ticketing and service management tools (e.g., Jira, ServiceNow, Zendesk).
- Strong Excel/Google Sheets skills including pivot tables, VLOOKUP/INDEX-MATCH, and data analysis functions.
- Excellent analytical and problem-solving skills with strong attention to detail.
- Strong communication skills, with the ability to convey technical information clearly to non-technical users.
- Excellent customer service skills: ability to form relationships both externally and internally.
- Excellent organizational and time management skills with the ability to manage multiple priorities.
- Reliable availability and consistency during assigned shift hours.
- Excellent written and spoken English skills.
Desirable Skills
- Mediaocean product certifications or completion of Mediaocean training programs.
- Experience supporting global teams across multiple time zones.
- Familiarity with data integrations, APIs, and file-based data transfers (SFTP, EDI).
- Experience with ERP platforms like Maconomy and their integration with media systems.
- Experience with business intelligence tools like PowerBI or Tableau.
- SQL and database management knowledge for media data structuring.
- Previous experience in the advertising or media agency industry.
- Understanding of common industry standard business practices in media operations.
- Fluency in Spanish and/or Tagalog.
