Senior SaaS Operations Analyst

Job Title: Senior SaaS Operations Analyst
Department: Technology Services
Reports To: Senior Director, Business Applications

Overview:
Lincoln Center for the Performing Arts (LCPA) seeks a highly motivated and detail-oriented Senior SaaS Operations Analyst to manage and optimize the organization's SaaS applications, with a focus on the enterprise CRM and component applications.

This role is critical in supporting cloud-based systems, enhancing integration, ensuring operational excellence, and enabling scalability for our technology ecosystem. The ideal candidate has extensive experience managing SaaS platforms, particularly Tessitura (CRM); strong SQL skills and an aptitude for and interest in programming languages; and a proven track record of working with end users to identify and develop technical solutions to meet business goals.

• SaaS Platform Administration:
  • Lead Tessitura usage and implementation at LCPA, partnering with the business to ensure Tessitura and component applications are configured and customized to best serve organizational needs. Lead data hygiene efforts, enhancement projects, and stay abreast of new technology to ensure LCPA obtains the highest value from Tessitura investment.
  • As senior member of Information Systems team, develop knowledge of other business-critical SaaS applications in wide release at LCPA, for example Zoom, Monday.com, and DocuSign, supporting operational upkeep and participating in projects related to their optimization.
  • Ensure system configurations align with organizational needs and best practices.
  • Maintain governance protocols and security compliance for SaaS platforms.
• Integration and Development:
  • Lead efforts in managing data flow and synchronization across systems, reducing redundancy, and ensuring data integrity.
  • Collaborate with vendors and stakeholders to streamline workflows and enhance cross-platform functionality.
  • Contribute technical development and customization dependent on application, including SQL development, SSRS report development, and API integrations.
• Technical Support and Troubleshooting:
  • Provide Level 2 and Level 3 support for SaaS platforms, addressing escalated issues, implementing solutions, and providing a high level of customer service to end users.
  • Work with vendor support teams to resolve platform-level issues, advocating for development that supports LCPA issue resolution and streamlined workflows.
  • Conduct root-cause analysis for recurring problems and propose proactive strategies to mitigate risks.
  • Act as a technical subject matter expert for assigned systems.
• Project Management and Leadership:
  • Advocate for and guide implementation of new Tessitura features and enhancements with CRM users, including requirements gathering, development, testing, training and rollout.
  • Participate in other SaaS-application efforts, ensuring timely delivery and alignment with organizational priorities.
  • Mentor junior team members, foster knowledge-sharing across the team, and contribute best practice methodologies and processes.
• Documentation and Reporting:
  • Develop and maintain documentation for SaaS applications, including workflows, configurations, and troubleshooting guides.
  • Provide regular reporting on system usage, performance, and areas for improvement to stakeholders.

1. Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience), and 5+ years of experience managing SaaS platforms, preference for Tessitura background, in a hybrid work environment.
2. Advanced experience with Microsoft SQL Suite, including SQL Server Management Studio, SQL Server Reporting Studio, and SQL Server Integration Services, with the ability to write complex queries, functions, and procedures, and analyze large datasets.
3. Strong knowledge of relational database systems and data architecture.
4. Comfort with and demonstrated ability to learn additional programming languages: examples could include HTML, Python, JavaScript, or other relevant. Experience or familiarity with API development is preferred, appetite for and interest in API development is required!
5. Strong communication skills and the ability to collaborate across technical and non-technical teams.
6. Proven track record in leading system optimizations and maintaining security standards.
7. Experience in project management and the ability to prioritize and execute multiple tasks effectively.

• Excellent written and verbal communication skills
• Experience and comfort leading cross-functional teams, leading user groups, and presenting at meetings.
• Familiarity supporting other SaaS applications and experience learning new technology on the job.
• Experience working in the performing arts or nonprofit sectors.

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