MAM/DAM Product Operations Specialist

Job Description

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.

Qualifications

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.

Additional Information

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!