Senior Product Solutions Specialist, Live Nation

• 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
• 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

Desirable

• Reports to: Director, Microflex Application Support
• The Senior Product Solutions Specialist, Microflex App Support, provides support to Ticketmaster staff using the Microflex ticketing platform and related products throughout Europe and the emerging markets, with a strong emphasis on client support
• As the Product Solutions, Microflex App Support team is divided into various locations around the world and offers support to 16+ countries, it is crucial to have a professional proficiency of the English language. The Senior Product Solutions Specialist is a strong team player who is equally able to act upon their own initiative
• As a Senior Product Solutions Specialist, you'll be part of a team providing oversight and office hours and on-call support of the infrastructure and services that power the Microflex ticketing platform
• 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
• Ticketmaster, part of Live Nation Entertainment, is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management
• Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show
• 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