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Application Support Specialist

Carnegie Museums of Pittsburgh
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This is a union position.

The Application Support Specialist serves as the primary point of contact for issues relating to Tessitura, Carnegie Museums’ ticketing and CRM system, interfacing with end users and vendors to resolve problems, prepare for upgrades, and identify potential future needs.

 

QUALIFICATIONS:

EDUCATION & EXPERIENCE: Requires a bachelor's degree in a related area or 2-4 years of experience in the field/a related area. Experience with visitor services is a plus.

KNOWLEDGE, SKILLS, ABILITIES:

  • Thorough knowledge of museum operations and understanding of software support
  • Ability to effectively diagnose, isolate, and resolve complex problems pertaining to software systems operations;
  • Ability to evaluate and make recommendations regarding data systems integrity;
  • Ability to maintain currency on tools, methodologies, and technologies;
  • Ability to translate technical terminology, concepts, and issues in terms understandable to technical and non-technical management and resources staff;
  • Strong interpersonal skills to resolve problems in a professional manner, lead working groups, negotiate and create consensus;
  • Experience with Tessitura or other enterprise ticketing systems is preferred.

PHYSICAL REQUIREMENTS: The position is office-oriented, and the work is primarily sedentary in nature, no special demands are required.

 

PRINCIPAL ACCOUNTABILITIES:

  • Serve as a user support contact between associated vendors and Carnegie Museums end users.
  • Provide advanced application support to end users.
  • Reproduce end-user issues and document cases for development.
  • Monitor and document application problems and resolutions in a thorough and precise manner.
  • Identify, research, resolve, escalate, and track application problems as necessary.
  • Create and maintain application support knowledge base.
  • Systems testing of new releases of Tessitura applications.
  • Evaluate and coordinate emerging technology applications (kiosks, scanners, etc).
  • Interface with reporting and analytics team to ensure appropriate representation of data.
  • Participate in other departmental activities as requested and contributes to the overall team effort in a spirit of cooperation.