Product and Technology Specialist

Job Description

JOB DESCRIPTION – PRODUCT AND TECHNOLOGY SPECIALIST

Location: Dubai / Flexible with travel
Division: Ticketmaster Middle East
Line Manager: Ticketmaster Middle East, GM
Contract Terms: Permanent, Full Time

THE TEAM

Ticketmaster Middle East is operational across three markets in the region, United Arab Emirates, Saudi Arabia & Qatar. The regional team delivers a diverse range of services to client's using ticketing technology and associated products. The Middle East business follows all Ticketmaster global standards and policies ensuring clients and fans get the best service possible.

THE JOB

Working alongside various parts of the global Ticketmaster business and our clients across the region. The Product and Technology Specialist is a key member of the organisation with responsibilities covering two main aspects.

The main responsibility of the role is to be the main liaison providing support to the Client Services team, our clients and working with the global service desks to ensure that we are providing the highest levels of ticketing technologies to the best of our ability. In addition, the role will be the main regional point person working with the global compliance and data security teams to ensure that we follow all required standards and protocols.

WHAT YOU WILL BE DOING
• Supporting all internal teams with product related questions on the events setup and delivering training (when required)
• Liaison on technical/integration with the DTCM Development Team relating to our products
• Ownership of the global product support relationships managing Service desk tickets (tasks, bugs, stories) ensuring clarity is maintained to support the process.
• Local in market testing for new functions released (UAT/Production) across all instances and configuring the platforms accordingly
• Managing the communication with platform product teams regarding any updates in the platform and how our service levels could be enhanced
• Liaising with new and existing clients on their system needs, enhancements and future developments (APIs/new Integrations etc)
• Working with the relevant product teams on the roadmaps for all ticketing platforms in use within the market - informing internal and external stakeholders
• Manage all parties and stakeholders for new white label offerings; understand, document and ratify client needs, clearly communicate with internal product teams and provide leadership in the delivery of the solutions.
• Managing the relationships with associated 3rd parties associated with our regional markets such as payment gateway providers, access control systems and any other technology partner.
• Liaise with the global PCI Compliancy team along with all internal stakeholders to ensure that the market remains PCI compliant.
• Liaise with the global Data and Security teams to ensure we are following the guidance and regulations asset out across the business.
• Any other duties and projects as required by Management

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)
• Background in client, customer or IT services, possessing a ''can-do'', service oriented approach
• Confident telephone manner and ability to instil confidence
• Computer literate with a strong working knowledge of MS Office, including Excel, Word, and Outlook.
• Knowledge of PC's and peripherals
• Proven experience in the learning of new software
• Experience working in an environment, where attention to detail is imperative
• Knowledge of Ticketmaster XT and Microflex platforms advantageous
• Knowledge of SQL advantageous
• Knowledge and demonstrated use of cloud based service platforms such as Salesforce, JIRA, Zendesk
• Ability to communicate clearly and precisely in written and verbal form in fluent English
• Skilled in the implementation and operation of Ticketing systems.

YOU (BEHAVIOURAL REQUIREMENTS)
• Proactive approach to client service delivery
• Ability to adapt and reprioritise in a highly pressured working environment
• Exceptional problem-solving ability
• Reliable, adaptable and team-oriented
• Excellent time management and organisational skills
• A positive attitude to change and a willingness to learn
• Solution focused, able to work under minimal supervision and take initiative
• A flexible approach to working hours

TICKETMASTER VALUES

Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others

Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

CULTURE

We're fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one incredible experience at a time. And we think that's amazing. If you're passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

Jobcode: Reference SBJ-g4ym97-18-226-177-223-42 in your application.