The Tessitura System, the primary arts enterprise software used by cultural institutions and arts organizations across the country and worldwide, was originally built by and for The Metropolitan Opera. Our Systems Analyst position will provide crucial and comprehensive support to the staff of The Metropolitan Opera related to Tessitura and associated systems. The right person for this role will be capable of working in a collaborative environment, including continuous interaction with staff and management, internal IS&T staff, and external consulting partners. Effective communication and collaborative skills are key as this individual must be able to share knowledge and articulate technical and user needs in a concise manner easily understood by all. An ideal candidate will possess excellent organizational skills, be able to prioritize multiple projects and objectives in a rapidly changing environment and will display flexibility to work both independently and as part of a team.
Primary Responsiblities
- Collaborate with other application support team members to ensure that tessitura support request tickets are resolved in a timely and efficient manner.
- Work directly with web support team, website developers, and Tessitura Network to resolve problems and maintain site functionality and stability.
- Work with the 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.)
- Create, modify, read and understand stored procedures using SQL Server Management Studio (SSMS).
- Create tables, functions, triggers, views for business functions and reporting. Create, modify, and troubleshoot SQL Server jobs.
- Create custom reports and modify existing reports in Tessitura according to business needs.
- Participate in the testing and rollout of application software and new releases.
- Collaborate with users on Tessitura upgrades and new functionality implementations.
- Ensure proper and thorough documentation of application support procedures and protocols.
- 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.
- In rotation with the Application Support team, provide weekend coverage (Friday evening through Sunday evening).
Skills and Qualifications
- Bachelor's Degree in computer science or comparable work experience using Tessitura or any other enterprise software application within arts or cultural organization is preferred.
- Excellent understanding of relational databases is required.
- Ability to write complex SQL queries and stored procedures is required.
- Familiarity with other components in the Tessitura ecosystem such as NScan, Print at Home and Web API is preferred.
- Experience writing custom reports in infomaker/SQL Server Reporting Services is preferred.
- Excellent troubleshooting and problem-solving skills, flexible mindset.
Physical Demands
- Capable of being on-site 1 day per week.
