This role will focus on support of new custom software and introduction of business-led, club-facing technology initiatives, across Baseball and Hockey Operations. This role will be successful by ensuring a smooth introduction of new technologies into our Ilitch Technology portfolio, and thorough knowledge sharing to our venue technology support team. This position will be actively involved with documenting scope, assumptions, technical dependencies of new projects.
This role will operate in tandem with venue technology, baseball performance, and Ilitch Technology systems to ensure critical sports performance and player-facing technologies are achieving desired service levels. Additionally, this role will help support compliance to our IT Governance process.
Key Responsibilities
Primary technology analyst for new sports technology initiatives, ensuring technical requirements are clearly defined and documented by parties (internal and external)
- Partner with key vendors to capture technology dependencies, and surface requirements with Ilitch Technology Shared Services team: Venue Technology, Infrastructure, Cloud, etc.
- Understand the business needs and key priorities, and translate into action plans
- Ensure technology requirements are scoped, estimated and surfaced in budgets
Deliver exceptional customer service with Baseball and Hockey Operations, in close partnership with Venue Technology
Primary support and escalation for custom applications built by Ilitch Technology team
- Maintain support documentation and foster knowledge across teams
- Respond to incidents and customer reported feedback
- Partner with development team and Network Operations Center to establish alerting
- Ensure incidents are managed to closure, including feedback to development for continuous improvement
Clear and timely communication of status, adapting to evolving needs and different platforms
- Flexibly operate across different communication platforms, and adapt to evolving conditions
- Proactively communicate the status across in-flight and in progress initiatives
- As needed, serve as point of triage & coordination with key outages or business impacting incidents
Ongoing support and vendor relationship management for 3rd party technology providers
- Understand planned software upgrades/enhancements to vendor platform(s), surfacing to Ilitch
- Surface technology incidents with vendors, and help facilitate to closure
Review new technologies from Sports & Entertainment, facilitate review by IT Governance
Communicate status of IT Governance review, and manage internal documentation
- Facilitate “transition to support” (TTS) activities for new technologies introduced by Baseball and Hockey Operations
- Coordinate with vendors and key internal stakeholder groups to understand status of work and communicate accordingly. Where applicable, collaborate with Ilitch Technology project management office
- Understand support level expectations and define a process to meet those expectations
Required Knowledge, Skills and Abilities:
- Experience in sports and entertainment environment is required
- Bachelor’s degree in information technology, Computer Science, or related field. Equivalent experience may be considered in lieu of a formal degree.
- Minimum of five (5) years in an IT technical support role.
- Must have a strong understanding of various technologies, including hardware, software, networking, data center technologies.
- Must demonstrate exceptional professionalism and perform with a clear demonstration of customer service skills.
Polished communication skills, both verbally and written
- Demonstrated ability to work with all levels of colleagues from senior management to new hires. Proven analytical, problem-solving, and troubleshooting skills
- Ability to troubleshoot issues independently and within a team support structure.
- Ability to adapt and remain flexible to changing and growing sports and entertainment businesses.
Preferred Knowledge, Skills and Abilities:
- Working knowledge of sports performance technologies, is a plus
- Experience working in live entertainment venue or event operation environment a plus
Work Conditions:
Irregular and extended work hours including nights, weekends, and holidays may be required. Travels as needed in support of special events. Exposure to high noise level Exposure to varying outdoor temperatures Frequent visual and auditory attention, flashing lights. Ability to handle high-pressure, extremely time-sensitive situations. Ability to life 25-50 lbs.
