Summary:  The Tessitura Application & Data Assistant assists in the configuration and daily maintenance of Shedd’s ticketing and customer relationship management system (CMS) Tessitura, and related data systems. At Shedd, this role serves as the initial point of contact within the Technology department for Tessitura users; engaging with people at all levels throughout the organization. By reporting to the Tessitura Application and Data Administrator, they ensure support of Tessitura business processes, maintain data integrity, and provide recommendations for optimization of Tessitura and related services. The individual in this role must fully understand the technology and information needs of the business to ensure efficient performance and quality results. 

The ideal candidate will show passion for implementing and documenting functionality, continually drive process improvement, and exemplify strong customer service skills toward internal and external teams. 

Essential Duties and Responsibilities:  To perform this job successfully, an individual must be able to perform most of each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Assist in Tessitura configuration, customization, integrations, reporting, and ad hoc requests. 
• Triage support issues to determine the appropriate actions for resolution or escalation and ensure the quality of the result. 
• Communicate statuses and updates across teams and appropriately escalate potential issues. 
• Work with business owners across all departments to ensure consistent and timely access to accurate KPI metrics and reporting as a basis for data-based decision-making. 
• Recommend process improvements across Technology offerings to optimize Tessitura system resources, workflow, and quality; work across teams to implement. 
• Advocate internally for the Tessitura System to improve operational efficiency across departments. 
• Represent the Technology department as a member of the interdepartmental Tessitura Governance committee.  
• Actively participate in the development, implementation, and improvement of internal business application processes, standards, and training practices. 
• Assist in the development and implementation of training sessions, materials, and communication surrounding Tessitura daily use and reporting. 
• Requires off-hours and weekend support. 
• Other duties as assigned. 

Qualifications 

• Bachelor’s degree in computer science, business, or related discipline; or a combination of experience and education equivalent to a bachelor’s degree.  
• Minimum 2 years of experience managing and supporting applications 
• Proven ability to troubleshoot issues and drive technical initiatives independently and provide training to other team members regarding troubleshooting resolution and technical solutions. 
• Ability to quickly learn new systems and technologies with minimal guidance. 
• Experience working with, and supporting, CMS systems or ticketing software is required. 
• Experience with Tessitura preferred. 
• Experience developing and building admission, programs, tickets, or other CMS elements preferred 
• Experience developing and leading the roadmap for application enhancement and efficiency preferred. 
• Familiarity with SQL and SSMS preferred. 
• Understanding of database design and modeling concepts to support data analytics and structure. 
• Ability and willingness to convey concepts and solutions to both technical and non-technical team members. 
• Ability and accountability to work with little or no supervision. 
• Ability to comprehend complex requirements and clarify ambiguous or incomplete information.  
• Ability to lead cross-functional teams in issue resolution and process planning. 
• Strong written and verbal communication skills, including process and product documentation. 

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Lift up to 20 pounds  
• Sit 
• Stand 
• Stoop 
• Walk 

Work Environment:  The work environment characteristics described here are representative of those an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This person may be exposed to: 

• Heat 
• Cold 
• Low noise 
• Moderate Noise 
• Loud Noise 

We strongly encourage people of color, LGBTQ+ community, veterans and active duty military, parents, individuals with disabilities, and individuals from all cultural backgrounds to apply. Shedd Aquarium is an equal opportunity employer and welcomes everyone to our team.

If you need a reasonable accommodation at any point in the application or interview process, please let us know. In your application, please feel free to select which pronouns you use (For example – she/her/hers, he/him/his, they/them/theirs).