MAM/DAM Product Operations Specialist (f/m/div.)

Your contribution to something big: 

In this role, you will be an important link between our users, Product Owner, development teams, and other internal stakeholders. You will provide hands-on operational and first-level support for our MAM/DAM solutions, independently handling day-to-day requests and ensuring that incidents are resolved efficiently and to a high standard. Beyond support, you will contribute to the ongoing operation and improvement of our products, gradually taking on more responsibility for configuration and product-related tasks.

• First-Level Support and Issue Handling:• Act as the first point of contact for users of our MAM/DAM solutions.
• Independently handle first-level support requests related to errors, changes, extensions, access, user administration, content, and data.
• Analyze incoming tickets, reproduce issues where possible, collect relevant information, and determine the appropriate next steps.
• Troubleshoot functional and technical issues to identify suitable solutions.
• Resolve issues independently where possible, or escalate them to the responsible Product Owner, Engineering, IT, or other support teams.
• Follow up on open issues and ensure that requests are handled within agreed timelines.
• Maintain clear and accurate ticket documentation and communicate status and resolution directly to users.

• MAM/DAM Data, Content and User Administration:• Support users with day-to-day questions and activities related to MAM/DAM data and content.
• Assist with user and access administration, including investigating permission or access-related issues.
• Support data-related activities and help identify inconsistencies or problems within content and metadata.
• Analyze data and system information to identify the root cause of issues.
• Develop a deep understanding of how content, metadata, workflows, users, permissions, and system components interact within the MAM/DAM environment.

• Product and Development Support:• Work closely with the Product Owner to support the day-to-day operation and continuous improvement of the product.
• Track product-related issues, feature requests, changes, and improvements through the development lifecycle.
• Support the maintenance and refinement of the product backlog by gathering information, clarifying requirements, and documenting user needs.
• Monitor the progress of assigned product initiatives and proactively highlight potential blockers or dependencies.
• Support testing, validation, and rollout of product changes and bug fixes.
• Over time, take responsibility for implementing simple configuration changes and selected bug fixes where appropriate.

• User Training and Documentation:• Support users by providing guidance and troubleshooting assistance.
• Create and maintain user guides, FAQs, training materials, and internal documentation.
• Document recurring issues and solutions to improve knowledge sharing and reduce repetitive support requests.
• Help establish and maintain a useful knowledge base for MAM/DAM users and internal teams.

• Feedback and Continuous Improvement:• Collect and structure user feedback, recurring support issues, feature requests, and improvement suggestions.
• Identify recurring problems and work with the Product Owner and relevant teams to address their root causes.
• Identify opportunities to improve support processes, workflows, documentation, and product operations.
• Help standardize processes and best practices across the product and support environment.
• Use support data and user feedback to highlight trends and potential product improvements.

• Collaboration and Product Operations:• Maintain and use tools such as Jira, Confluence, SharePoint, and relevant MAM/DAM platforms.
• Ensure that product and support information is kept accurate, structured, and up to date.
• Contribute to an efficient and transparent way of working across the product team.
• Participate in an agile development environment and relevant team ceremonies.
• Work as part of a global team and collaborate with an international user and stakeholder community.

Function: Engineering
Experience Level: Associate