The Application Administrator II is responsible for daily operations, updates, and documentation of the ticketing software system, and related hardware, in support of San Diego Zoo Wildlife Alliance's (SDZWA) Operations, Marketing, Education, Reservation Sales and other departments within the organization to ensure accuracy and consistency in business functions and reporting. This position reports to the Application Systems Supervisor.
WHAT YOU WILL DO
- Troubleshoot, maintain, configure, support, and document software and hardware tasks and projects related to SDZWA enterprise ticketing infrastructure.
- Troubleshoot to solve application problems and drive each project to full resolution, either independently or in conjunction with a team of internal and/or external partners.
- Provide exceptional customer service and build and maintain strong working relationships with coworkers, internal customers, and external vendors.
- Act as a primary escalation point for ticketing issues and customer questions.
- Train, educate, and support customers in optimizing the ticketing software system in support of SDZWA priorities and goals.
- Demonstrate new features and functionality to business users as needed.
- Create, update and execute software upgrade plans in line with SDLC standards.
WHAT WE ARE LOOKING FOR
- The ideal candidate will have a firm understanding of application troubleshooting (POS and Ticketing systems highly desirable), a working knowledge of IT desktop support (hardware and software) and a very strong customer service orientation.
- Familiarity with SQL Server and an ability to script windows automation tasks will aid success.
Note:
- Frequent travel between corporate sites required (San Diego Zoo, San Diego Zoo Safari Park, Mission Valley).
JOB EXPERIENCE
- Must have at least two years of hands-on experience with application troubleshooting. Ability to install, troubleshoot, and repair hardware peripherals and associated software.
- Knowledge of enterprise business application systems required (POS and Ticketing systems highly desirable).
- Software reporting experience preferred.
EDUCATION AND CERTIFICATIONS
- H.S. Diploma High School Diploma Required Or
- Associate's Degree Some college or Degree in related field preferred.
SKILLS AND KNOWLEDGE
- SQL knowledge required.
- Basic mathematical skills.
- Working knowledge of reservations systems.
- Effective customer service skills to resolve complex problems.
- Proficiency with pc applications, ms word, excel spreadsheets and database systems.
- Demonstrated ability to manage multiple tasks.
- Able to communicate effectively (verbal and written).
- Strong working knowledge of Windows 11 Administration.
