Overview

Purpose:

The Platform Operations, Support, and Onboarding teams ensure the reliability, stability, and seamless functioning of CitrusAd's production systems and offerings, operating as a centre of excellence for service delivery across the integration lifecycle.

The Integration Project Administrator, based in Epsilon India, provides administrative and coordination support to Integration Project Managers across the APJ, EMEA, and AMER portfolios. The role keeps integration projects on track, ensures administrative tasks are completed accurately and on time, and contributes to the standardisation of integration delivery globally. The position extends 24/5 coverage of integration delivery by adding an India working-day footprint to the existing AU, US and UK presence.

Core Objectives

Project Coordination
Operational Practices
Stakeholder Engagement
System Reliability
Product Knowledge
Team Membership
Technical Developments, Process Improvement and Simplification
Personal Capability Building

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Responsibilities

Project Coordination

Assist in planning, organising, and coordinating integration projects, including scheduling meetings, updating project tasks, maintaining project calendars, and ensuring goals and deadlines are met.
Create, organise, and maintain project documentation, including project plans, scope documents, reports, and meeting minutes in ServiceNow and SharePoint.
Track resource availability and utilisation across project team members; flag conflicts to the Director and Integration Project Managers.
Serve as a central point of contact for project-related communication across India, AU, UK, and US time zones; distribute information, schedule cross-region meetings, and keep partners informed.
Prepare and present reports on project progress, RAID logs, and onboarding Retun on Investment data.
Assist Integration Project Managers in managing budget, scope, and delivery.
Identify project risks and impacts to timelines; coordinate mitigation activities with the Integration Project Manager.
Support the service transition into Platform Operations for technical support of clients post-launch.
Uphold processes and procedures for the best change management across production platforms.

Operational Practices

Uphold operational practices for software implementation and project management.
Support proactive incident and problem detection during integration and hypercare phases.
Support the operational integrity of all production environments.
Work as a team to ensure SLAs and practices are well defined, documented, and consistently applied.
Uphold the IT Service and Support workflow, with a particular focus on best-in-class customer experience.

Stakeholder Engagement

Collaborate with cross-functional teams across Client Integration Engineering, Product, Release Management, Platform Operations, and Global Support.
Maintain strong relationships with retailers and partners, ensuring their needs are met while protecting the business needs of CitrusAd and Epsilon.
Act as a regional point of contact for India-based retailers and India-based engineering and account teams.

System Reliability

Work with Engineering, Product, Delivery, and Security teams to ensure appropriate attention is given to production and system reliability for customers.
Uphold operational practices in conjunction with Product and Engineering teams, including understanding how integrations and configurations may affect reliability, performance, and cost.

Product Knowledge

Keep up to date with Epsilon Retail Media product suite features, improvements, and roadmap.
Stay abreast of industry trends in retail media, ad-tech, and advertising in India and globally.
Understand the different facets of the CitrusAd system, including Reporting, Ad Serving, API Integration, Product Catalog, and Ad Placements.
Maintain a solid level of knowledge of the technical integration and functionality of Epsilon and CitrusAd Onsite and Offsite core platforms, supporting products, toolsets, and partner systems.

Team Membership

Act in the best interest of the Customer and the Team at all times.
Drive cohesion between team members across India, AU, UK, and US; build strong relationships across the Platform Operations and Support group.
Collaborate with internal delivery teams to ensure a high-quality customer experience for case resolution and support.

Technical Developments, Process Improvement and Simplification

Ensure all processes and procedures are documented for continuous improvement.
Identify and implement process improvement and simplification with leadership and partner teams.
Proactively identify new opportunities to improve and simplify integration delivery, tooling, and governance.

Personal Capability Building

Develop own capabilities through assessment, development planning, and formal and informal training and coaching.
Gain or maintain external professional accreditation where relevant.
Maintain an in-depth understanding of project management methodologies, technology, external regulation, and industry standard.

Behavioural Competencies

Manages complexity. Detail oriented, strong communication and negotiation skills, works well under pressure, prioritises effectively, and handles multiple inquiries concurrently. Makes sense of complex, high-volume, sometimes contradictory information.
Ensures accountability. Holds self and others accountable to meet commitments; tracks performance and helps the team learn from success, failure, and feedback.
Balances partners. Anticipates and balances the needs of multiple collaborators across regions; maintains a professional attitude under pressure.
Collaborates. Builds partnerships and works collaboratively to meet shared objectives; shares credit and invites candid views.
Instills trust. Gains the confidence and trust of others through honesty, integrity, and authenticity.
Courage. Steps up to address difficult issues; raises tough issues with leadership early.
Influences. Uses compelling arguments to gain support and commitment; deftly explains impacts to internal teams.
Contributes to effective team behaviours. Applies diverse skills to achieve common goals; leverages strengths and addresses weaknesses.

Qualifications

Essential

2+ years experience as a project administrator or project coordinator in a technical or software implementation environment.
Strong technical competence and ability to understand complex software systems.
Excellent communication and interpersonal skills; able to work upward to senior leadership and across a wide range of audiences.
Ability to work collaboratively in a fast-paced, dynamic, globally distributed environment.
Strong problem-solving and decision-making skills; able to dive deep while keeping perspective on big-picture goals.
Ability to engage and coordinate teams within tight timeframes and manage multiple concurrent projects.
Self-directed, motivated, and able to multitask in a fast-paced ad-technology environment.
Ability to work flexible hours to overlap with AU and UK or US time zones as needed.
Fluent written and spoken English.

Desirable

Proficiency in ServiceNow, particularly Project Portfolio Management or Strategic Portfolio Management modules.
Experience with Microsoft 365, SharePoint, and Teams in a global delivery context.
Experience working with retail media, ad-tech, or e-commerce platforms.
Familiarity with data privacy regulations such as the DPDP Act 2023 (India) and GDPR.

Education

Essential

An undergraduate degree in Project Management, Computer Science, Information Technology, Business, or equivalent industry experience.

Desirable

Professional Project Management accreditation, Agile or PMI or similar, and/or demonstrated work experience as a project coordinator or administrator.
ITIL Foundation certified.

Additional Information

Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we've provided marketers from the world's leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.

Epsilon's comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.

Our pillars aren't just words. They're how we show up every day.

People centricity: We focus on employee well-being in an environment where colleagues truly care about each other.
Collaboration: We work together, support one another, and collectively achieve goals.
Growth: There are endless opportunities for growth through learning, development and career advancement.
Innovation: We drive progress through cutting-edge solutions and forward-thinking approaches.
Flexibility: We've created a balance between work and personal life, and we encourage adaptability to solve problems creatively.

Our values guide us to create value for our clients, our people and consumers.

Act with integrity
Work together to win together
Innovate with purpose
Respect all voices
Empower with accountability

These pillars and values are our foundation—shaping our culture, guiding our decisions, and uniting us in common purpose.

Epsilon is an Equal Opportunity Employer.

Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.