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Key Responsibilities and Required Skills for an E-Services Coordinator

💰 $55,000 - $75,000

Information TechnologyCustomer ServiceDigital ServicesProject Coordination

🎯 Role Definition

As an E-Services Coordinator, you are the central hub for our entire digital service ecosystem. You will be responsible for the day-to-day management, maintenance, and continuous improvement of our web portals, online applications, and digital platforms. This pivotal role involves a blend of technical oversight, user support, content management, and project coordination. You will work cross-functionally with IT, marketing, and customer service teams to ensure our digital offerings are user-friendly, reliable, and aligned with our strategic goals. Your ultimate mission is to empower our users by providing exceptional online experiences and resolving any issues that hinder their digital journey.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative (with a tech focus)
  • IT Help Desk Technician
  • Web Content Editor
  • Digital Marketing Assistant

Advancement To:

  • Digital Services Manager
  • Web Project Manager
  • User Experience (UX) Specialist
  • IT Business Analyst

Lateral Moves:

  • Communications Specialist
  • Marketing Technology (MarTech) Specialist
  • Business Systems Analyst

Core Responsibilities

Primary Functions

  • Serve as the primary administrator for all public-facing e-service platforms, including websites, portals, and online applications, ensuring maximum uptime and performance.
  • Manage and regularly update website content using a Content Management System (CMS), ensuring all information is accurate, current, and consistent with brand guidelines.
  • Act as the first point of contact for user support related to e-services, troubleshooting technical issues, resolving user errors, and escalating complex problems to the appropriate IT teams.
  • Coordinate the entire lifecycle of new digital service rollouts, from initial requirements gathering and vendor communication to user acceptance testing (UAT) and post-launch support.
  • Develop and maintain comprehensive user documentation, including FAQs, how-to guides, and video tutorials, to empower users and reduce support ticket volume.
  • Analyze website and e-service usage data using tools like Google Analytics to generate insightful reports on user behavior, identify trends, and recommend data-driven improvements.
  • Champion web accessibility standards (WCAG, ADA), conducting regular audits and collaborating with developers to remediate issues and ensure an inclusive experience for all users.
  • Manage the creation, functionality, and maintenance of online forms, surveys, and payment gateway integrations, ensuring data integrity and secure transaction processing.
  • Collaborate closely with the Marketing and Communications teams to create and execute promotional campaigns that drive awareness and adoption of new and existing e-services.
  • Liaise with third-party software vendors to manage service level agreements (SLAs), report bugs, and stay informed about upcoming product updates and feature releases.
  • Monitor and respond to user feedback received through various channels, including social media, contact forms, and surveys, to continuously refine the user experience.
  • Provide training and support to internal staff on the use of backend systems and e-service tools, fostering digital literacy across the organization.
  • Conduct regular quality assurance (QA) testing on all digital platforms across multiple browsers and devices to ensure a consistent and error-free user journey.
  • Oversee the scheduling and deployment of system updates, patches, and maintenance activities, communicating any planned downtime to all stakeholders and users.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis to provide actionable insights to leadership and other departments.
  • Contribute to the organization's long-term digital strategy and roadmap by researching and presenting emerging technologies and best practices.
  • Collaborate with business units to translate their operational needs and user requirements into technical specifications for the development team.
  • Participate in sprint planning, daily stand-ups, and other agile ceremonies as a key stakeholder representing the user and business needs for digital services.
  • Assist in developing and enforcing governance policies and procedures for content creation, data privacy, and digital security.
  • Manage user accounts and permissions for various digital platforms, ensuring appropriate access levels are maintained for staff and external users.

Required Skills & Competencies

Hard Skills (Technical)

  • Content Management Systems (CMS): Proficiency in managing enterprise-level CMS platforms such as WordPress, Drupal, SharePoint, or similar systems.
  • Web Analytics: Strong experience with Google Analytics or other analytics tools to track KPIs, analyze user behavior, and create performance dashboards.
  • Basic Web Technologies: Foundational understanding of HTML, CSS, and web standards to troubleshoot content and display issues.
  • Project Coordination Tools: Experience using software like Jira, Asana, Trello, or Monday.com to manage tasks, timelines, and collaborate with teams.
  • Help Desk/Ticketing Systems: Familiarity with systems like Zendesk, Jira Service Management, or ServiceNow for tracking and resolving user support issues.
  • Web Accessibility (WCAG/ADA): Knowledge of web accessibility guidelines and best practices for creating inclusive digital experiences.
  • Email Marketing Platforms: Experience with tools like Mailchimp or Constant Contact for communicating with users about service updates and promotions.

Soft Skills

  • Problem-Solving: An exceptional ability to diagnose technical issues, identify root causes, and implement effective solutions in a timely manner.
  • Customer-Centric Mindset: A genuine passion for helping people and a deep commitment to providing an outstanding user experience.
  • Communication: Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical audiences.
  • Attention to Detail: Meticulous and thorough, ensuring accuracy in content, data, and system configurations.
  • Collaboration & Teamwork: Proven ability to work effectively with cross-functional teams, including IT, marketing, and operational staff.
  • Project Coordination: Strong organizational skills to manage multiple tasks and small-to-medium sized projects simultaneously from start to finish.
  • Adaptability: The capacity to thrive in a fast-paced environment, learn new technologies quickly, and pivot priorities as needed.

Education & Experience

Educational Background

Minimum Education:

  • Associate's degree or equivalent professional certification and experience.

Preferred Education:

  • Bachelor's degree in a relevant field.

Relevant Fields of Study:

  • Information Technology
  • Communications
  • Business Administration
  • Computer Science
  • Marketing

Experience Requirements

Typical Experience Range: 2-4 years of hands-on experience in a role involving website management, digital services, or technical customer support.

Preferred: Direct experience as an E-Services Coordinator, Webmaster, or Digital Platform Specialist, particularly in a public-facing service environment (e.g., government, library, non-profit, or education).

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