Digital Specialist

Purpose:

The purpose of the Digital Specialist is to provide operational, data, documentation, testing, and system-readiness support for digital applications used by the RHA businesses. This role supports the transition from legacy systems to new or enhanced applications by helping ensure business data, workflows, documentation, and user support processes are accurate, complete, and ready for implementation.

The Digital Specialist serves as a practical business systems support resource and subject matter expert for assigned applications and business processes. The role focuses on validating data, documenting current and future-state processes, supporting issue triage, preparing operational support materials, assisting with testing, and coordinating with Business Systems and Digital Team stakeholders before, during, and after system changes.

Role Focus / Scope Boundaries:

This role is intentionally focused on operational readiness and systems support. It does not own digital sales strategy, commercial roadmap definition, sales enablement strategy, user adoption campaigns, customer-facing tool promotion, or broad sales training sprint execution. Those responsibilities remain aligned to the Digital Sales Enablement Specialist role.

Areas of Responsibility / Tasks:

Performance must reflect the appropriate level of expertise and achievement of the desired results for the items listed below.

1. Data Readiness, Validation & Migration Support

a. Validate mapped and unmapped data between legacy systems and new or enhanced digital applications.

b. Partner with business stakeholders to review data questions, identify gaps, and provide clear feedback to Business Systems teams in preparation for data migration.

c. Assist with verification that test and production data uploads are complete, accurate, and ready for business use.

d. Support maintenance and cleanup of data in legacy and new systems prior to go-live or major enhancement release.

e. Identify data inconsistencies, missing values, duplicate records, or process-related data issues and document recommended resolution paths.

2. Business Process Documentation & Operational Readiness

a. Document current business practices, system touchpoints, and ways of working for assigned digital applications and processes.

b. Document future-state process changes approved by the business, Digital Team, and Business Systems stakeholders.

c. Prepare and maintain internal documentation related to system functionality, business process steps, field usage, known issues, and support procedures.

d. Maintain troubleshooting documents and reference materials for recurring operational questions or known system issues.

e. Ensure approved procedures are documented in a clear, consistent, and easy-to-follow format for internal business users and support teams.

3. System Support, Issue Triage & Escalation

a. Provide practical support for business users by helping clarify process steps, identify system issues, and determine whether items require escalation.

b. Troubleshoot reported issues using documented processes, screenshots, examples, and available system information.

c. Escalate technical issues, defects, access concerns, and configuration questions to appropriate Business Systems resources when needed.

d. Track recurring operational questions or defects and recommend documentation, process clarification, or system support improvements.

e. Keep Digital Team and business stakeholders informed of support trends, business impacts, and open operational risks.

4. Testing, Release Readiness & Functionality Validation

a. Perform routine end-to-end system health checks after enhancement releases, bug fixes, configuration updates, or data changes.

b. Participate in user acceptance testing by validating assigned business scenarios, documenting outcomes, and escalating defects or gaps.

c. Provide business process feedback during proof-of-concept reviews, functionality demonstrations, and usability discussions when requested.

d. Confirm that approved procedures, business rules, and data expectations are reflected correctly in test and production environments.

e. Support release readiness by preparing validation notes, issue summaries, and operational support considerations.

5. Stakeholder Coordination & Business Systems Partnership

a. Collaborate with Digital Team members, Business Systems teams, and business stakeholders to support successful system transitions and ongoing application stability.

b. Collect and organize business feedback related to data, process execution, system performance, and support needs.

c. Help prioritize operational support items by documenting business impact, urgency, and affected processes.

d. Participate in recurring coordination meetings to provide updates on data readiness, testing results, issue status, and documentation needs.

e. Keep the Business Systems team informed of relevant organizational goals, operational constraints, and business process considerations.

6. Knowledge Maintenance & Continuous Improvement

a. Build and maintain knowledge of assigned digital applications, core business processes, legacy system dependencies, and operational support procedures.

b. Identify process pain points, documentation gaps, and opportunities to improve support consistency or reduce recurring issues.

c. Assist with business-facing procedural updates after enhancements, bug fixes, or approved process changes.

d. Participate in new business processes and system training to maintain current knowledge of assigned applications.

e. Perform all other duties as assigned.

7. All other duties as assigned

Supervisory Responsibilities:

1. Not Applicable

Competencies; Knowledge, Skills, Abilities (KSA):

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.

1. Knowledge of business processes from operational departments and commercial parts of the business.

2. Understanding legacy system functions, digital application capabilities, and business expectations for systems being implemented or enhanced.

3. Strong ability to follow current processes and apply process knowledge to support practical improvement opportunities.

4. Extreme attention to detail with a strong commitment to data quality, accuracy, and integrity.

5. Ability to validate data, review system outputs, document issues, and communicate findings clearly.

6. Ability to analyze support questions, identify process gaps, and organize information for escalation or resolution.

7. Strong organization and documentation skills with the ability to maintain clear process, support, and troubleshooting records.

8. Ability to work efficiently and complete tasks or projects under set deadlines.

9. Ability to work independently and in a team environment with cross-functional stakeholders.

10. Ability to maintain sensitive information and handle business data appropriately.

11. Proficiency with Microsoft Office applications and collaboration tools preferred.

12. Flexibility in schedule outside of typical working hours as business needs require.

13. Applicants must be authorized to work in the U.S.

Minimum Qualifications / Education / Experience / Certifications:

1. Education:

a. Bachelor's degree preferred, or equivalent combination of education, related training, and relevant work experience.

2. Experience:

a. Minimum of 3 years of relevant work experience in business systems support, digital applications, data validation, process documentation, operations support, customer service support, or similar scope of responsibility preferred.

b. Experience supporting system transitions, enhancement releases, data validation, testing, documentation, or issue triage preferred.

c. Experience working with commercial, operational, or customer-facing business processes preferred.

d. Experience using CRM, ERP, customer portal, reporting, or other enterprise business applications preferred.

Work Environment / Conditions:

The work environment/conditions described herein are representative of those that an incumbent may experience, and therefore

1. Must be comfortable working in a shared space, with constant noise, with or without the use of a private office.

2. Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.

Physical Requirements / Demands:

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

1. While performing the duties of this job, the incumbent is regularly required to communicate verbally, read and comprehend information, and type on a consistent and daily basis.

2. While performing the duties of this job, the incumbent may be required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting, and standing for long and short periods of time.

Acknowledgement:

This job description is not an exhaustive list of areas of responsibility or tasks that an incumbent in this position may be asked to perform. All Employees are required to deliver the desired results intended for their role, at the designated level of knowledge, skill, and ability commensurate with their job title and level within the organization.