Implementation Specialist

DEPARTMENT: IT (Information Technology)
REPORTS TO: VP of Systems Development and Applications
CLASSIFICATION: Exempt
SALARY RANGE: $65K–$70K per year
DATE: March 2024

POSITION OVERVIEW

The Implementation Specialist will work closely with the Enterprise Business Analyst and the Senior Applications and Database Analyst in the support, maintenance, and configuration, and improvements of the enterprise application systems particularly the ticketing applications systems. The Implementation Specialist will work with the business units to configure, update, and maintain the hardware and software products, maintain clean documentation, and act as Level 1 Support to any support tickets raised by the office staff related to the enterprise ticketing application. This position will also work with key stakeholders in other departments to determine where system improvements can be made and help deploy systems that will meet the business goals and will also be responsible for project management of various initiatives. This position requires an established technical and functional knowledge of Point of Sale (POS) and reporting systems.

ESSENTIAL FUNCTIONS

  • Provide Level 1 support for the portfolio of IT Enterprise applications and POS equipment, especially the Ticketing application.
  • Develop and document all POS Systems policies and procedures including technical and user guides alongside Manager of Enterprise Applications.
  • Assist with the procurement, scheduling, installation, testing, and deployment of new functionality for existing applications, and of new applications.
  • Administer Ticketing webstores according to IT and Admissions requirements.
  • Work with the Admissions and Retail Managers on the maintenance, support, and enhancement of enterprise applications.
  • Work with application users in gathering system modifications requirements.
  • Work with vendors in procuring, maintaining, upgrading, and modifying enterprise applications and required technical support.
  • Develop, implement, and maintain job-specific training programs for Admissions and Retail personnel in the use and proper operation of the POS systems.
  • Provide App deployment support for organization’s audio guides.
  • Support virtual event set-up and operations.
  • Manage and configure JIRA processes and provide JIRA training to users.
  • Play a lead role as needed surrounding projects related to enterprise applications.

OTHER RESPONSIBILITIES

  • Work with lines of business to understand requirements or requests and translate into functional requirements.
  • Develop and maintain budgets as requested.
  • Look into business opportunities to streamline business processes with automated solutions.
  • Attend meetings as requested.
  • Handle a large variety of complex tasks and prioritize workflow in a fast-paced office environment.

QUALIFICATIONS/SKILL REQUIREMENTS

  • Position requires at least a bachelor’s degree in business or IT, or equivalent work experience.
    • Note: While a bachelor’s degree is preferred, we enthusiastically encourage applications from Veterans or veteran spouses with various educational backgrounds. This includes those with an associate degree as well as individuals actively working towards a bachelor’s degree. Your dedication and diverse experiences are highly valued, and we welcome the opportunity to consider your application.
  • Minimum of 2+ years of experience administering or acting as a super user for a ticketing, retail, or constituent management systems in a cultural, attraction, or similar environment.
  • Ability to conduct needs assessment with business users to identify business requirements and translate them into system requirements.
  • Good database experience, including query writing, understanding table structures, and report writing or modification.
  • Experience with ecommerce platform management, configuration, and HTML.
  • Experience with some combination of the following within one or more point of sale systems: chart of accounts, forms of payment, web integration, and item/SKU configuration.
  • Ability to effectively manage multiple projects/tasks of varying complexities, meeting deadlines, and perform well under pressure.
  • A good working knowledge of IT processes and procedures.
  • Familiarity with JIRA and other project tracking software.
  • Experience with Gateway ticketing systems is beneficial.
  • Experience with PCI requirements.
  • Experience working closely with IT systems administrators, network engineers, help desk staff, and application developers.
  • Salesforce CRM experience a plus.
  • Willingness to work non-traditional hours (weekend or late/early hours may be needed based on project timelines), think independently, take initiative, and meet deadlines.
  • Ability to present complex technical information to both technical and non-technical audiences.
  • Strong communication, organizational, and problem-solving skills.

HOW TO APPLY 

  • Include job title in the email subject field.
  • Please indicate the location where job posting was seen.
  • Please submit a resume to 911mmitjobs@911memorial.org.

PHYSICAL DEMANDS/WORK ENVIRONMENT 

The physical demands and work environment described in this job description are representative of those that the employee will encounter and are expected to meet to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to see, be mobile, and have the ability for 2-way communication with the public and staff.

The work environment is an indoor, climate-controlled office environment comprised of cubicles, walled-offices and group conference rooms. The noise level in the office environment is usually low. Employees will be required to comply with the organizational Health and Safety Plan. Minimal travel is required.

This job description is a descriptive list of the responsibilities and qualifications associated with this position and are not intended to be all inclusive. Employees are expected to also perform other business-related duties as assigned by the supervisor or other management.

The organization reserves the right to change, modify, or reassign job responsibilities, duties and scheduled work hours as per business needs.

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The National September 11 Memorial and Museum (9/11 Memorial & Museum) is an equal opportunity employer.  Applicants who meet the qualification requirements of the role will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The National September 11 Memorial & Museum (9/11 Memorial & Museum) is committed to an organizational culture that supports and reinforces our values regarding diversity, equity, inclusion, and accessibility (DEIA). We seek to build a collaborative, open, and equitable space where staff want to be, knowing that their contributions, professional expertise, and distinct voices are valued and respected. We encourage and celebrate an inclusive environment where candor and participation, when it comes to sharing ideas and collaborative problem-solving, are welcomed regardless of one’s role at the Museum or background. 

Reasonable accommodations may be made to qualified candidates, during the interview process, to enable individuals with disabilities an opportunity to interview.