Analyst, Marketplace Support - Tours & Onsales

Job Description

JOB DESCRIPTION – Event Analyst

Location: Remote, West Coast US

Division: Ticketmaster NA

Line Manager: Senior Manager, Marketplace Support – Tours & Onsales

Contract Terms: Full time, exempt

THE TEAM

We're fans who help fans everywhere get in to the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one amazing experience at a time. And we think that's pretty amazing. If you're passionate about the magic of 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.

THE JOB

For highly skilled Operational Leads, Client Support, and Event Specialists looking for a challenging role and growth in the organization, the Event Analyst is an exciting position that sits on the cutting edge of support for Ticketmaster.

The Event Analyst role spans multiple services, though their primary role revolves around the onsale support of Ticketmaster's highest-profile and 'most important' events, which drive the largest revenues for the company. Tasked with ensuring a frictionless experience for fans as they navigate through every facet of the onsale experience.

Event Analysts lead national/international bridge calls comprised of key members of select teams to manage those critical moments where Ticketmaster is encountering its heaviest traffic and highest sales volume. In real-time, an Event Analyst will help identify, triage, direct, and fix any issues that arise during the most critical times for our clients.

Also supporting emerging onsale products (Password Server, Offering, Smart Queue), have established Event Analysts as the first point of contact for Event Management teams with respect to site questions and event issues as it pertains to Marketplace experience (Discovery and Checkout).

As a team, they manage workflow from a queue to program all checkout overrides for events, from passwords to delivery to upsells and more. Additionally, the Event Analyst will help spec and develop new cross-channel tools and enhancements to existing tools.

The Event Analyst also generally support internal projects and teams; assisting in new product support and development as well as being involved in key requirements from both Enterprise and Marketplace teams, as well as TMMusic and other National Support teams.

WHAT YOU WILL BE DOING
• Onsale Support
• Work with additional support teams to facilitate daily onsale coverage for US and International groups.
• Manage and regulate Smart Queue settings and performance to ensure a smooth and effective onsale experience
• National Tour Support
• Execute 'checkout' overrides (Upsells, Delivery, Legal Language, etc.) as dictated from National Tour Specs or authorized local requests.
• Create and manage password campaigns
• Build and support TMMusic upsell events
• Event Functionality Support
• General support for TM local markets, channel support groups, and other internal TM departments related to general Event Management questions, support and diagnostics for standard events and specialty configurations.
• Development and Feedback
• Assist with Enterprise and Marketplace initiatives including but not limited to Onsale Management & emerging products, Secondary Market and Resale, National Donations, and Consumer Platform releases.
• Work with internal TM development teams related to consulting and test events required for new product & tm.com releases and feasibility.
• Define new tools and enhancements within multi-channel tool set.
• Assess and determine escalation paths and resources to address issues as they arise.
• Site Data Quality
• Build and modify Attractions through workflow submissions; following specific guidelines to ensure data quality.
• Support Shell Event process by assisting Self-Serve clients with updates (CCM Fix & 3PE Activations) and training as well as some complete builds from legacy submitters when gaps in tools require.
• Review & update All-Caps ITV Performance report to ensure compliance with online display guidelines.
• General Marketplace Operations
• Evaluate and process order sync issues with a variety of scenarios interfacing with customer service and other various system teams.
• Research error messages generated from errors on TM.com and determine the best course of action to take based on Knowledge Articles, slack direction, or data base queries
• Routing and assessing all other reported issues with TM.com, event behavior, account errors, or other problems encountered on the site, and provide additional documentation and follow up to drive resolution to reported problems.
• Facilitating resolution for Resale and Account issues.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Bachelor's or equivalent degree desired
• 2 years' experience in Event Management or equivalent

Intellectual
• Proven problem-solving skills
• Demonstrated ability to think outside the box and generate creative solutions
• Must be able to have topic related discussions with each of the groups you work with, understanding the results of those conversations
• Excellent verbal and written communication skills with exceptional attention to details

Interpersonal
• Flexibility that allows effective teamwork with people at all levels of the organization
• Proven ability to communicate effectively with both business people and software engineers
• Ability to negotiate for competing resources and to generate consensus among multiple priorities
• Can work independently while working collaboratively

Motivation
• Desire to work in a fast-paced, multi-tasking, fluid environment with ever-changing priorities
• Demonstrated desire to identify and pursue alternatives to meet goals
• Must be resourceful and able to negotiate your needs from the company

Technical
• Functional knowledge of TM Channels: ticketmaster.com, livenation.com, and IVR
• Must be experienced in Microsoft Word, Excel, Outlook and other application.
• Basic HTML, SQL and workflow management systems familiarity (JIRA/Salesforce) preferred.

YOU (BEHAVIOURAL SKILLS)
• Rock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; 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.

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 enth

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Jobcode: Reference SBJ-gp97ke-3-139-67-53-42 in your application.