Senior Systems Analyst

Department: Customer Application Support
Available: December 2018

Position Summary

Provide comprehensive support to the staff of The Metropolitan Opera related to Tessitura and associated systems.

Primary Responsibilities:

  • Work directly with web support team, website developers, and Tessitura Network to resolve problems and maintain site functionality and stability.
  • Work directly with Box Office to confirm that all processing issues and concerns are reported and necessary steps are taken to resolve.
  • Work with Information Systems staff to ensure Tessitura-based hardware is fully functional and optimized (including N-Scan equipment, BOCA printers, payment processing systems, etc.)
  • Ensure proper and thorough documentation of application support procedures and protocols.
  • Create, modify, read and understand stored procedures using SQL Server Management Studio (SSMS).
  • Experience writing custom reports in SQL Server Reporting Services for Tessitura. Create custom reports and modifying existing reports according to business needs.
  • Create tables, functions, triggers, views for business functions and reporting. Create, modify, and troubleshoot SQL Server jobs.
  • In rotation with the Application Support team, provide weekend coverage (Friday evening through Sunday evening). 
  • Collaborate with other application support team members to ensure that support request tickets are resolved in a timely and efficient manner. 
  • Participate in the testing and rollout of application software and new releases.
  • Collaborate with users on annual Tessitura upgrades and new functionality implementations.
  • Excellent troubleshooting and problem-solving skills.
  • Provide outstanding internal customer service to all application users at The Metropolitan Opera.
  • Respond to requests for assistance via phone, email, in person, and support tickets.

Qualifications & Skill Requirements:

  • Minimum of Bachelor’s Degree or equivalent preferred.
  • Three or more years of experience in the Tessitura platform including project management, technical analysis and configuration experience within an information technology setting.
  • Experience working with a performing arts or non-profit organization helpful.
  • Familiarity with other components in the Tessitura ecosystem such as NScan, Print at Home, Web API, and T-Stats.
  • Capable of working in a collaborative environment, including continuous interaction with staff and management, internal IS&T staff and management, and external consulting partners, as well as the ability to share knowledge effectively with colleagues.
  • Strong analytical and problem solving skills, flexible mindset.
  • Must possess strong verbal, presentation, and written communication skills. Must be able to articulate technical and user needs in a concise manner easily understood by all.
  • Excellent organizational skills and be able to prioritize multiple projects and objectives in a rapidly changing environment.
  • Must have the ability to work independently, as well as part of a team and possess teambuilding skills.
  • Participate in evening and weekend coverage rotation schedule.

To Apply:

Please e-mail your resume and cover letter to resumes@metopera.org, including “Senior Systems Analyst” in the subject line of your e-mail.  

E-mail (preferred): resumes@metopera.org