Ilitch Technology Systems - Support Engineer, Custom ...

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 ResponsibilitiesPrimary 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 plansEnsure technology requirements are scoped, estimated and surfaced in budgetsDeliver exceptional customer service with Baseball and Hockey Operations, in close partnership with Venue TechnologyPrimary support and escalation for custom applications built by Ilitch Technology teamMaintain support documentation and foster knowledge across teamsRespond to incidents and customer reported feedbackPartner with development team and Network Operations Center to establish alertingEnsure incidents are managed to closure, including feedback to development for continuous improvementClear and timely communication of status, adapting to evolving needs and different platformsFlexibly operate across different communication platforms, and adapt to evolving conditionsProactively communicate the status across in-flight and in progress initiativesAs needed, serve as point of triage & coordination with key outages or business impacting incidentsOngoing support and vendor relationship management for 3rd party technology providersUnderstand planned software upgrades/enhancements to vendor platform(s), surfacing to Ilitch Surface technology incidents with vendors, and help facilitate to closureReview new technologies from Sports & Entertainment, facilitate review by IT GovernanceCommunicate status of IT Governance review, and manage internal documentation Facilitate "transition to support" (TTS) activities for new technologies introduced by Baseball and Hockey OperationsCoordinate with vendors and key internal stakeholder groups to understand status of work and communicate accordingly.Where applicable, collaborate with Ilitch Technology project management officeUnderstand support level expectations and define a process to meet those expectationsRequired 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 writtenDemonstrated 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 plusExperience working in live entertainment venue or event operation environment a plusWork 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.

Created: 2024-11-02