Job Location:

Corporate Indianapolis

PRIMARY PURPOSE:

This position is responsible for the trafficking and managing of all ticketing across the Simon DOOH media network of digital ad panels, large format LED boards, Food Hall network and Simon TV network. This role includes diagnosing, supporting, troubleshooting and serving as lead front line communicator in managing the ticketing workflow and associated processes. The candidate will pro-actively manage the day-to-day monitoring of the digital screen hardware and network telemetry, directly managing and dispatching all service tickets, coordinating with appropriate technical partners to troubleshoot issues, and ensuring timely delivery and resolution of service incidents and tickets.

All members of the Media Operations team are expected to have a strong working knowledge and ability to support all software, hardware and processes as an active, engaged participant across all levels to ensure operational continuity. This includes maintaining cross-functional training across all software, programs and tools to facilitate seamless coverage across all aspects of network operations, including, but not limited to: ad and content scheduling, ticket management and Digital inbox monitoring, CMS & Programmatic operations management and support, and all aspects of network management.

PRIORITY RESPONSIBILITIES

Manage the day-to-day operations and serve as primary ticketing manager for all ticketing and service escalations in concert with established protocols to ensure ad delivery continuity and pro-active communication across media operations, sales, and vendors.
Deliver defined Tier 1 and Tier 2 technical issue support and ensure pro-active communication and efficient resolution management. This includes detailed documentation of history, actions, findings and ongoing status updates.
Reviews and analyzes paid media content as part of the ticketing process to assist in campaign management to minimize downtime and reduce ad content disruption.
Management of the digital screen network, hardware, software, and ongoing maintenance.
Maintains hardware warranty tracker library for all assets including dates of replacement, serial numbers, models, service dates, installer and all related cataloging.
Coordinates and communicates the digital networks technology needs with Simon IS including hardware, connectivity, and server needs.
Manage and ensure optimal operation of all network hardware and equipment including daily monitoring of network KPIs and coordinate across business units/partners to optimize network operations.
Ensure communication cadence and progress reporting against on/offline digital assets to always ensure maximum uptime of operational inventory available.
Monitor and provide reports as necessary to alert the sales team of issues relating to system performance and trouble shoot impacts on campaign fulfillment.
Communicate and collaborate with vendors, managers, and cross functional groups to resolve issues and implement new initiatives.
Serve as an active team participant for ad scheduling and management of creative review/approval and content scheduling, as necessary
Other duties as necessary.

MINIMUM QUALIFICATIONS:

3+ years of related experience in DOOH Network and Screen Operations, installation, maintenance, remote hardware management or other similar hardware tech deployment and management experience
Experience managing and coordinating with multiple hardware and software vendors to troubleshoot and respond to hardware tickets
Experience with DOOH software and Partners including Broadsign, Vistar, Place Exchange, Hivestack, NinjaOne is a plus
Excellent analytical, strategic, and creative problem-solving skills
Innovative self-motivator with ability to be resourceful in ambiguous situations
Proven organizational skills and flawless attention to detail
Must utilize critical thinking and best practices to apply to real-time deal management
Strong interpersonal skills with ability to work independently and collaboratively and maintain a customer support mindset
Highly proficient in MS Office including MS Excel and MS PowerPoint
Salesforce experience is a plus
Bachelor's Degree

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