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.
What distinguishes you:
Education
Degree in Information Technology, Media Technology, Business Administration, or a comparable qualification (or equivalent practical experience in the field).
Experience
Typically 3+ years of professional experience in a support, application support, product operations, technical support, or similar role.
Hands-on experience with ticket handling and first-level support.
Experience working with DAM, content management, data management, or similar enterprise software is highly desirable.
Know how
Good understanding of IT systems and the ability to recognize technical and logical relationships between different system components.
Experience working with and analyzing structured data.
Hands-on experience with collaboration tools such as Jira, Confluence, SharePoint, or similar platforms.
What would be a plus: Previous experience with MAM/DAM platforms, or experience in the content production/digital asset management industry; metadata, taxonomies, workflows, or content/data models.
Languages
Excellent written and spoken English, including IT and technical terminology.
Working Style and Methods
Structured, analytical, solution-oriented way of working, strong attention to detail and comfortable taking ownership of tasks
Personality
Customer- and quality-oriented with a strong sense of responsibility.
Quick learner with a strong technical curiosity and willingness to understand complex systems.

Employment type
Full-time

Work arrangement
Hybrid