Application Support Specialist

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.

The following PA Act 153 clearances, or proof of application of clearances, are required beginning employment and as a condition of continued employment: Pennsylvania Child Abuse History Clearance Pennsylvania State Police Criminal Record Check FBI Fingerprint Criminal Background Check Obtaining the required clearances is completed as part of the new hire process.

Carnegie Museums is an Equal Opportunity-Affirmative Action Employer – Minorities / Females / Veterans / Individuals with Disabilities / Sexual Orientation / Gender Identity

The above job description reflects the essential functions and qualifications for the position identified, and shall not be construed as a detailed description of all the work requirements that may be inherent in the position. The job description does not constitute an employment contract and does not alter the at-will relationship between CMP and the employee.   

*GUIDANCE ON ESSENTIAL FUNCTIONS:   The Americans with Disabilities Act (“ADA”) requires employers to consider and accommodate qualified individuals with disabilities.  An individual is qualified if he or she can perform the essential functions of a job with or without reasonable accommodation. An essential job function is any task that is a fundamental part of the job.  When considering essentiality, one must focus upon whether the function is essential to this particular job and not to the department as a whole. Some additional guidance on essential functions follows below.  Please note that the following guidelines are non-exhaustive.  If you have any questions or need additional guidance, please contact Human Resources. A. Is the function required to be performed on a regular basis? If the function is rarely performed, it may not be essential. B. Is the function highly specialized? Is the incumbent hired for his/her expertise or ability to perform the function?  The need for special expertise is an indication of an essential function. C. Does the position exist, at least in part, to perform the function?  If so, the function is more likely to be essential. D. How much time is spent performing the function and how often?  Note that even functions performed 10% of the time could be essential if they are required on a regular basis. E. Would elimination of the function fundamentally alter the job?  If so, the function is more likely to be essential. F. What are the consequences of not requiring the incumbent to perform the function? If they are significant, the function is more likely to be essential.  G. Are there a limited number of employees among whom the performance of the function could be distributed if the incumbent could not perform it?  If so, it is more likely to be essential.