Senior Web Architect, Juniper Support
CurrentI manage the public Customer Support website at Juniper Networks. Various tasks and responsibilities include:• Project Manage the ongoing introduction of new product content into the Support site, and define content architecture and website requirements in process automation and improvement efforts;• Represent the Support team and Support customers in large-scale cross-functional website improvement projects including systems architecture, site redesigns, application development, content management architecture, and UX improvements;• Use surveys, analytics, and anecdotal data to understand how customers use the site and identify areas for improvement and website successes;• Collaborate with other content teams to develop long-term website goals and short-term projects that serve them;• Task management of ongoing content edits, site changes, trouble tickets, and other regularly scheduled website changes.I am part of a small team that is the only six-time consecutive award winner of the Association of Support Professionals' yearly "Ten Best Web Support Sites" award.
