Tech Communications Specialist - Digital Learning at UT - UTK

The Tech Communication Specialist designs, builds, and maintains data automations for student-focused communications in Salesforce Marketing Cloud (SFMC). Leveraging Journey Builder and Automation Studio, this role writes and optimizes SQL queries, orchestrates data automations, manages subscriber data/preference centers, and closely partners with internal and occasionally external stakeholders to help deliver data for personalized messages that improves recruitment, retention, and engagement.

Journey & Automation Development

• Build data for single‑send, multi‑step, and transactional journeys that incorporate Entry Events, Decision/Random/Engagement Splits, Wait, and Update Contact activities to guide students through recruitment, onboarding, and retention touch‑points.
• Configure data to help implement predetermined Goals and Exit Criteria so journeys automatically evaluate success and remove contacts who achieve their objective.
• Orchestrate data for scheduled or event‑triggered automations that import files (SFTP, API), refresh Data Extensions, execute SQL activities, and invoke Journey Entry.
• Monitor run history, concurrency limits, and error logs in Automation Studio; restart or roll back failed workflows and communicate incident status.

SQL Query Development

• Write and optimize complex queries (joins, CTEs, window functions) for segmentation, suppression, data hygiene, and journey branching logic.
• Document queries in a version‑controlled repository; schedule them as discrete activities or bundle inside automations with data extracts and email sends.

Subscriber Data & Preference Management

• Design scalable Contact Builder data models, attribute groups, and data relationships to support large student populations.
• Maintain Publication Lists, Suppression Lists, and self‑service Preference Centers that honor FERPA, CAN‑SPAM, and GDPR‑like requirements.
• Leverage API or Automation Studio File Import activities to keep subscriber attributes, consent flags, and mobile opt‑ins synchronized with SIS/CRM systems.

Testing, QA & Troubleshooting

• Use Journey Builder test mode, validation, and Query Studio to test the data powering dynamic content.
• Implement automated alerting (email/SMS/Slack) for automation failures; analyze Journey Health, drop‑off points, and deliverability metrics to recommend fixes.

Collaboration, Enablement & Reporting

• Gather requirements from Communications, Learner Services, and Academic Engagement; translate them into journey data maps and schemas.
• Build dashboards in Marketing Cloud Intelligence or BI tools alongside the Communications Team to help track campaign performance, goal achievement, and student‑lifecycle KPIs; present data insights and next‑step data optimizations.

Required

• Knowledge of SFMC modules (Journey Builder & Automation Studio, Query Studio. Analytics Builder, Contact Builder, etc.).
• Skill in writing advanced SQL (joins, sub‑queries, CTEs) for segmentation and data hygiene.
• Ability to architect Data Extensions and relational data models that support large student datasets.
• Skill in AMPscript/SSJS and basic knowledge of HTML.
• Knowledge of REST/SOAP APIs and Marketing Cloud Connect for CRM integrations.
• Ability to analyze KPIs (open, click, conversion) and translate data insights into iterative improvements.

Preferred

• Salesforce admin certification in Marketing Cloud or other similar Salesforce Product
• Knowledge of higher‑education communication cycles and student‑lifecycle marketing best practices.
• Skill with BI tools (Tableau, Power BI) or Python for advanced analytics.

Qualifications

Required Qualifications

• Education: Associate’s degree in Communication, Information Science, or related field
• Experience:
  • 2 + yrs hands‑on SFMC (Audience Builder & Automation Studio), SQL scripting, and data‑driven decision-making

Preferred Qualifications

• Experience:
  • Experience in higher education environment
  • SFMC certifications (Journey Builder & Automation Consultant)

Work Location

• Knoxville, TN. This position does have the potential for a hybrid working capacity.

Compensation and Benefits

• UT market range: MR 12
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

Application Instructions

• For full consideration, applicants must attach a letter of interest, resume, and the name, address, email, and phone number of three professional references, in addition to completing the applicant file to the Human Resources online application system, DASH. This position does have the potential for a hybrid working capacity.
• Screening of applicants will begin immediately and continue until the position has been filled. DL_UT

About The College/Department/Division

Digital Learning at UT, is a unit charged with advancing UT’s commitment to discovery, creativity, learning, and engagement, specifically for online learners. Using advanced and innovative technologies, Digital Learning at UT will provide scalable solutions that enhance the online learning experience and reduce barriers to student access and success, providing a tremendous impact to online learners across the state and the nation. At Digital Learning, we want to be bold and impactful, transforming the future of online education through innovative thinking and collaborative problem-solving. Join our dynamic and inclusive Digital Learning team where we take pride in teamwork, excellence, and a shared commitment to shaping the future through education and innovation.