Production Administrator, Auction Technology Company

Our client, a leading auction technology company, is seeking a Production Administrator to join their team. Having sustained continual growth over the last several years, our client is committed to refining processes, introducing simplicity into the business, and re-investing in the development of their core product. This has seen their client base, and internal team steadily grow, with further growth projected. Due to further expected growth within a new set of product offerings they now require a highly efficient and organised Production Administrator to uphold, manage and develop their core processes, whilst championing their key performance indicators of client sentiment, billing and retention. This is a key communication role for a growing business and the candidate will receive detailed training on Asana, Harvest, Slack and LastPass software.

Please note that the contract hours are 9:00-17:30, although there may be occasions when auctions are held outside of these hours, but appropriate notice will be given. While the successful candidate will be expected to attend weekly meetings, training sessions and client visits in-person, this is an otherwise remote role.

Responsibilities:

• The candidate will work closely with the whole team and offer key support and cover to the Client Account Manager
• Using the project management software, Asana, the candidate will assist in the management of the developer production sprint board and its associated tasks after a suitable training and assimilation period
• Each week, the candidate will message developer team members on Monday morning at 9am to ensure they have provided the necessary updates to tasks and have associated questions fully prepared for the 9:30am ‘scrum’ call with the Managing Director
• The candidate will check-in at least twice daily with the Sprint board to ensure Asana tasks are being completed and managed properly and to agreed Sprint scheduling. If tasks are likely to, or have run over, the developer will be contacted to understand why, and for the developer candidate to suggest a remedial solution or the movement of other tasks to a later point in the Sprint. The candidate will always reiterate the importance of following process to the individual developers, especially around task communication. The candidate will then take the developer suggestions to the leadership team for approval
• The candidate will also offer feedback on Asana tasks, ensuring full clarity of the objectives and description, along with any commentary that needs to be understood from a ‘non-technical’ perspective
• The candidate will support the administration of project management. This may include preparation of documentation and any resulting communication, either to clients, or internally. Breaking out approved specifications into Asana, to include the management of our timeboxing process for all tasks that are added to approved candidates for Sprint
• The candidate will make sure approved change requests are properly timeboxed in ‘approved candidates’ in Asana, and that the leadership team are aware of any billing/revenue generating tasks that can influence the prioritisation of scheduling. The candidate will work with the Client Account Manager to become advocates of billable and change request candidates ahead of the weekly sprint
• The candidate will work closely with the support team to manage any bugs/fixes that need to be added to the Sprint. They will oversee the set-up of support tasks and their timeboxing and inclusion in approved candidates or Sprint via agreement with the leadership team. These should be highlighted for discussion daily. If they are deemed urgent they will liaise with a director to agree a resolution
• The candidate will oversee and manage overdue tasks that are sitting with clients or third parties via a daily sweep. These will need to be highlighted and provide communication internally to avoid ‘blocked’ or lagging tasks. In addition, there will be a daily checks of Asana tasks that are sitting with customer or third party that should have been reassigned internally, ensuring that any impact on Sprint is managed via agreement with the leadership team
• The candidate will provide a daily wash up of sprint progress to the leadership Slack channel at the end of each day, highlighting any wins/successes and calling out great work and any delays/changes and their likely impact
• The candidate will monitor and deliver monthly reports/metrics on reworks. This will include the number of new rework tasks active, tasks created, and tasks completed, as a comparison against the previous month. This reporting process will also be repeated for product reliability tasks (‘PR’s)
• The candidate will use relevant metrics offered by Zendesk (support, ticketing system), and our time tracking/invoicing software, Harvest, to provide suggestions on improvements.  The metrics will capture developer resource and effort, client project boards, and support blocks
• The candidate will attend the Monday Scrum meeting, and once a month they will present their metrics to the leadership team in the management meeting that follows
• The candidate will provide account management support and will assist in the client onboarding process. This will include reviewing and maintaining up-to-date client documentation, (knowledge base articles/videos, SLA’s, contracts etc).  Working alongside the Client Account Manager, the candidate will agree action points for missing items or documentation and will continually strive for improvements and standardisation with key documents
• The candidate will manage documents that link, are associated with, or can be used to support companies OKR’s. These can be highlighted as data/metrics/topics for discussion to leadership team
• As part of the administration process, the candidate will create an audit system for all hardware serial numbers and their location along with managing software licence details and will be an admin user on the password management system used by all developers. The candidate will manage the onboarding and offboarding of users in relation to hardware and software/PW access
• The candidate will manage schedules and arrange team training sessions. In addition to this, they will manage team meetings, and where necessary handle room bookings/lunches

Requirements:

• Previous experience in a similar role within the technology sector (ideally SaaS), or in an Auction House with working knowledge of the software, is essential
• Previous experience with any of the following is essential: Zendesk, Asana, Harvest and LastPass
• Previous experience in project management or production environment is essential
• Previous experience working in a process driven production role where responsibilities held for identifying and improving efficiencies is essential
• Previous experience tracking key performance indicators of client sentiment, billing and retention is essential
• Excellent communication and customer service skills are essential. You will be liaising with not only the development team, but the leadership team, and often clients
• Excellent attention to detail is essential
• An ability to multi-task and prioritise a busy workload in order to meet deadlines is essential
• An ability to work under pressure and on your own initiative, as well as within a team, is essential