Senior Product Solutions Specialist

Members of the Application Support team must work independently and multi-task among several concurrent problems, perform triage and prioritisation as necessary with discretion and pragmatic judgment, including marshalling the necessary internal resources during high-pressure situations. This role requires a strong sense of responsibility and problem ownership through to completion. This role requires compiling solutions across a broad technology stack whilst working with engineering teams on long-term fixes. This role will also require working with the wider technology team to reduce support requests per client whilst helping accelerate the client base's growth.

This requires a detailed knowledge of Ticketmaster’s ticketing systems and associated product functionality.

Responsibilities

• Acquire a detailed knowledge of the Ticketmaster ticketing platforms.
• Keep abreast of new products and technologies pertinent to Ticketmaster.
• Be responsible for responding to all international businesses’ requests for support or information on the ticketing systems and associated products’ functionalities.
• Prioritize support requests appropriately and apply the processes and procedures defined by the Product Solutions / Microflex App Support Management to maximise service levels.
• Test any problems reported and take the appropriate measure to correct them and manage the bug process
• Work with the Tier 2 and 3 support teams to ensure that escalated issues are resolved as quickly as possible.
• Take ownership of reported issues and work with the relevant groups to resolve.
• Provide advanced training sessions on the ticketing system and associated technical services and product functionalities, and work with Ticketmaster Development and Operations departments to ensure repeated requests and issues are addressed.
• Participate in the management of business disruptions, in fixing issues where appropriate and in communicating progress to the business on behalf of Operations.
• Take a proactive role in promoting the department and ensuring that it is at the forefront of the Ticketmaster business.
• Implements activities that generally impact multiple components / processes and the work of own and several other units / teams / projects. Typically assigned to highly strategic / complex / high risk undertakings.
• Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups.

Your profile

Requirements

Skills / Knowledge / Experience

Essential:

• Minimum of 2 years in software product support in a remote environment
• Prior Ticketmaster or ticketing experience required
• Advanced product knowledge and understanding of the developer’s language, such as SQL, HTML, XML or a programming language
• Excellent communication skills
• Attention to detail and ability to analyse and solve problems
• Proficient in Microsoft Office
• Excellent time management and organisational skills and the ability to react to changes requiring re-prioritisation of workload.
• Experience with Incident and change management, ITIL.
• Demonstrates strong mentoring skills.
• Demonstrates ownership and responsibility.
• Takes on mentoring of the less experienced members of the team, sharing their knowledge and guiding them on new issues. Does this without being asked to.
• Takes responsibility for issues and products and owns ongoing problems. Does this without being asked.
• Travel to some of our international markets may be necessary; therefore, all members of Product Solutions, Microflex App Support are required to have a full passport.

Skills / Knowledge / Experience

Desirable

• BA/BS degree in computer science or related field or relevant work experience in lieu of degree.
• Proficiency in PowerShell for operations scripts and text processing is preferred.
• Troubleshooting skills ranging from diagnosing low-level API request issues to large-scale issues with correlating data between various APIs.
• Experience with configuration management systems.
• Willingness to work in an agile application support environment.
• Experience with analysis tools such as Splunk, Kibana and Zabbix.
• Understanding of networking principles and the ability to use basic network troubleshooting tools
• Working knowledge of one or more database products (MSSQL, MySQL, etc.)
• Experience with Incident and change management, ITIL
• Knowledge of Service Management tooling, such as Jira and Salesforce, is a plus

YOU

• Excellent leadership traits that promote a highly functioning team environment based on trust, respect and cross-organization collaboration
• Strong aptitude to motivate, mentor, and lead company and client staff in a team driven environment
• Excellent interpersonal and communication skills – ability to influence
• Candidate must be detail-oriented, organised, and able to work in an agile environment

You may have experience in the following roles: Client Account Manager, Product Trainer, IT Support Specialist/Trainer, Software Support, Helpdesk Support, Product Support Specialist.

EQUAL OPPORTUNITIES

Job Description – Senior Product Solutions Specialist, Microflex App Support

Company: Ticketmaster

Department: Product Solutions - Microflex Application Support

Reports to: Director, Microflex Application Support

A job description is a written statement of the essential characteristics of a job, with its principal responsibilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties and skills involved.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

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