Analyst Knowledge Management

Job Description

THE TEAM

Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, e-commerce, and artist management.

Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

At Ticketmaster Fans come first. We care passionately about our fans interaction with our service channels and as the world's leading ticketing company, we are committed to setting the standard for a great fan experience.

We support and guide fans by delivering exceptional service because live only happens once.

THE JOB

Reporting to the Manager of Knowledge Management, the Analyst of Knowledge Management team will be part of the Fan Experience teams. This role will play an integral part in our long-term objectives to deliver a best-in-class experience for our fans. The role will be to implement improvements in the Knowledge management tool, in line with the Knowledge management strategy.

Collaborating with the Knowledge support team members and partnering with the Manager and Head of Knowledge Management to ensure our agents have the right processes, guidance, and supporting documentation to drive the best outcomes for our fans.

The Analyst will manage, create and publish knowledge content in line with the Knowledge Management principles.

Will obtain and evaluate information, both internally and externally, identifying areas of improvement and opportunities to ensure ongoing knowledge is maintained, as well as identifying and recommending opportunities for agent success.

WHAT YOU WILL BE DOING
• This role will require supporting the Knowledge Management team to ensure agent success with written documentation of processes and procedures.
• Create and publish content in line with strategic plans, including periodic reviews.
• Ensure knowledge content is relevant, maintained & aligned following the knowledge framework.
• Seek and Assess feedback on the effectiveness of all knowledge content to foster improvement ideas that are aligned with agent and fan success.
• Work across multi-lines of business to ensure high standard of capabilities enabling subject matter expertise across Fan Experience, Ticketmaster.
• Act as an ambassador for knowledge management across the business.
• Supporting the Agent Experience and the Knowledge Management strategy, including the design and delivery for the full end to end Lifecyle across
• Knowledge environment – ensure all Knowledge content is well organized and easily accessible.
• Knowledge framework – ensure all Knowledge content is effective, accurate, and legible.
• Knowledge interventions
• Knowledge improvement ideas

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Strong written and verbal communication skills.
• Strong attention to detail.
• A strong understanding of the ticketing and live entertainment industries that we operate in.
• Experience with Microsoft Word and Excel.
• Experience with Smartsheet is a plus.
• You will need to have a comprehensive understanding in all contact centre tools and support models with a proven track record.
• Organized and efficient, pro-active attitude.
• Has strong communication skills.
• Able to adapt to constantly changing challenges in a fast-paced environment.
• Resourceful, self-disciplined and driven.
• Team player.

YOU (BEHAVIOURAL SKILLS)
• Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; and delivering high-quality work on time and on task. Must be willing to take the time to do things right.
• Act with Integrity – As a leader, I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.
• The successful applicant should be well organized, have good written and verbal communication skills, and be sensitive to customer frustrations with technology issues.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

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Jobcode: Reference SBJ-ro80o2-3-145-131-238-42 in your application.