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. Work #LikeABosch means: ⚖️ Flexible work conditions 🔀 Hybrid work system 🌐 Exchange with colleagues around the world 🧑‍⚕️ Health insurance and medical office on site 📚 Training opportunities 📈 Opportunities for career progression and continuous professional development 💲 Access to great discounts in partnerships and Bosch products 🏋️ Sports and health related activities 🚉 Great access to public transports 🅿️ Free parking lot 🍽️ Canteen   Success stories don´t just happen. They are made... Make it happen! We are looking forward to your application!