The Ticketing Senior Manager plays a pivotal role in optimizing organizational efficiency and functionality. The main responsibilities span business process analysis, ticketing system management, system administration, integration planning, and change management. Leveraging expertise and technical proficiency, this role contributes to the seamless integration of applications while maintaining compliance and fostering strategic relationships.
This position offers a dynamic opportunity for professionals who excel in analyzing and optimizing business processes, managing core systems, and implementing strategic changes aligned to the company’s and departmental roadmap strategy.
The job scope includes:
Business Process Analysis and Improvement:
- Assess business process requirements, analyze structure, and flow, and implement/recommend solutions aligning with organizational strategies
- Apply Lean Six Sigma techniques for process optimization
- Provide recommendations on business practices and system functionality to mitigate inefficiencies
Ticketing System and Strategic Relationships:
- Manage the ticketing system as a core revenue and business-critical tool
- Act as a central reference for system projects, providing guidance in decision-making
- Conduct internal/external data audits, identify technology risks, and prepare system improvement recommendations
- Establish and maintain strategic relationships with business owners
System Administration and Project Management:
- Perform system administration activities, including coordinating installations and upgrades
- Develop and execute project plans, ensuring on-time, within scope, and within budget deliveries
- Determine project delivery dates, involve stakeholders, and ensure resource availability
- Report progress to management, manage client relationships, and perform risk management
Integration and Technical Expertise:
- Participate in integration planning, design, and deployment projects
- Provide technical knowledge for integrating applications into the existing environment
- Identify and resolve system integration issues, develop standards, and document integration processes
- Research and recommend integration products and services, build relationships with vendors
Communication and Change Management:
- Communicate with senior leaders to understand objectives and propose solutions
- Oversee the implementation of innovative technology and systems
- Conduct workshops, explore different solutions, and propose changes to organizational leaders
- Create documents outlining proposed changes and steps involved
- Contribute to training and support for individuals affected by new systems and processes
Software Applications and IT Compliance:
- Research, procure, and manage software applications
- Install, configure, monitor, and maintain applications
- Establish protocols for software applications, ensuring ease of use
- Oversee upgrades for servers, hardware, and software
- Report on progress of operational issues to senior management and stakeholders
- Manage financial budgets for specific projects and departmental running
To be considered for this role, you will need to have:
- Bachelor’s degree in computer science, Engineering, or related field
- Experience working in a cross-functional team environment and collaborating with internal and external stakeholders
- Ticketing Solution Management Exposure and related applications
- BOS Ticketing – VIVATICKETS
- Tunn3l – SASU TUNN3L
- Gantner Locker System – Gantner
- Frictionless Engine (Face-pass Middleware) – VIVATICKETS
- events and area booking systems
- Knowledge with API related integrations
- SQL Skills to support business operation
- Project management and development skills
- Communication skills
- Strong and open personality
- Analytical and troubleshooting skills
- SDLC, ITIL, PMP certifications
It would be good to have experience in:
- Locker systems
- Retail and Food& Beverage POS solutions
- PMS solutions
Interested in this opportunity? Apply now!
