Digital Product Specialist, University Communications

Position Summary

Behind every effective digital experience is a set of tools, systems, and processes that make it all work. University Communications at the University at Buffalo (UB) has an exciting opportunity for a Digital Product Specialist who takes pride in making digital platforms work better for the people who rely on them every day. In this role, you’ll help keep UB’s enterprise web and digital communication tools running smoothly, support users across campus, and improve how the university documents, measures, and optimizes digital experiences.

This is an on-campus position with the option for a hybrid work modality, subject to university policy.

Position Overview

University Communications (UC) provides strategic leadership for UB’s communications and marketing, including news media relations, brand management, creative design, and digital strategy. Reporting to the Digital Products and User Experience Manager, the Digital Product Specialist contributes to scalable support models by providing platform operations support, help ticket triage, training and documentation services, analytics enablement, and continuous quality monitoring.

Key responsibilities include:

• Providing platform operations support and help request triage for UB’s content management system (UBCMS) and other UC-supported enterprise digital tools.
• Developing and maintaining training materials, documentation, and user communications that support scalable adoption and effective use of institutional enterprise platforms.
• Providing support for designated crisis communication tools, processes, and readiness activities.
• Supporting accessibility, search, and quality monitoring through recurring checks, reporting, and coordination with stakeholders.
• Producing and maintaining analytics reports and dashboards, and supporting consistent measurement practices for the university’s digital platforms.

Minimum Qualifications

Education: Bachelor’s degree with two (2) years of progressively responsible full-time experience in a professional environment providing customer service and/or digital platform support; or an equivalent combination of education and professional experience.

Experience:

• Working knowledge of digital platforms such as content management systems, analytics and measurement tools, search tools, and/or accessibility tools.
• Demonstrated advanced written and verbal communication skills and the ability to document and communicate complex information clearly to non-technical audiences.
• Strong organizational skills with the ability to manage multiple tasks and deadlines.

Preferred Qualifications

• Experience supporting a large, complex content management system (CMS) or comparable enterprise digital platform.
• Experience developing scalable documentation and training resources for diverse user audiences.
• Familiarity with analytics and reporting tools (e.g., GA4, Looker Studio) and measurement/tagging workflows (e.g., Google Tag Manager).
• Working knowledge of digital accessibility standards and/or experience using accessibility monitoring tools (e.g., Siteimprove or Deque University’s Axe tools).
• Experience supporting enterprise-scale digital platforms in higher education or similarly complex environments.
• Familiarity with contemporary web practices including cross-browser/cross-device considerations; basic HTML/CSS familiarity helpful.

Special Instructions Summary

Submit a work sample (maximum 2 pages, PDF format) that demonstrates your ability to support users, communicate clearly, and work with digital tools, platforms, or processes. Describe a situation in which you helped support, improve, document, troubleshoot, or explain a digital product, platform, website, service, or related process. Address context and role, challenge and approach, technical learning and communication, and outcome and reflection. You may include up to three screenshots, visuals, links, or artifacts as an optional appendix.