Event Analyst

Job Description

Awesome Job: Event Analyst

Great Location: Hollywood, San Diego, Seattle, Dallas, Chicago, or Columbus

CULTURE

We're fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite 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.

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

THE TEAM

Event Analysts provide online support to all levels of Event & Tour staff up to and including onsales, as well as provide post-purchase troubleshooting and routing for customer & product issues to drive timely and effective solutions.

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 position spans many areas. Primarily, they are the first point of contact for the field with respect to questions and event issues as it pertains to Online and Mobile sales channels (Discovery, Purchase and Checkout). They also support onsales and emerging onsale products (Smart Queue), and host national/international calls to manage Ticketmaster's highest selling and heaviest trafficked events.

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 TM Music and other National Support teams.

WHAT THIS ROLE WILL DO
• Event Functionality Support
• 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.
• 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 upsells events.
• 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.
• 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.

Responsibilities – Marketplace Support:
• MPO Troubleshooting & Routing
• 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.

TECHNICAL SKILLS/COMPETENCIES
• Must have minimum of 2 years Event Programming experience.
• Strong communication, presentation and writing skills required.
• Excellent time management and organizational skills
• Knowledge of live event ticketing, Primary & Secondary Market concepts, and Artist Services initiatives.
• Functional knowledge of TM Channels: Ticketmaster online including livenation.com, Mobile, Contact Center programs (PCI. IVR, Customer support tools)
• Must be experienced in Microsoft Word, Excel, Outlook, and other application.
• Basic HTML, SQL, and workflow management systems familiarity (JIRA/Salesforce) preferred.
• Positive attitude and a willingness to learn.
• Bachelor's degree or equivalent experience.

BEHAVIORAL SKILLS/COMPETENCIES
• Deliver high quality work on time and on task as I know this is fast paced business environment.
• Take the time to do things right and ask questions to support my own learning.
• Collaborate with others and share information openly to both educate my team members and other teams.
• Represent information and data accurately and completely as misinformation can lead to issues
• We as a team are committed to building a culture in which all people can be their authentic selves, with an equal voice and opportunities to thrive through support of all team members

TICKETMASTER VALUES

Rock Solid Reliability – Earn the trust of clients, co-workers and fans; Set clear expectations; Deliver high quality work on time and on task; Take the time to do things right

Winning Teamwork – Collaborate with others; Share information openly; Listen and take time to empathize and understand where others are coming from; Show recognition and appreciation for the contributions of others

Act with Integrity – Pride in the way we represent ourselves and the company to others; Act with good intentions; Have direct, honest conversations while creating a safe work environment for open dialogue; Represent information and data accurately and completely

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

EQUAL EMPLOYMENT OPPORTUNITY

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in

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Jobcode: Reference SBJ-roewy6-3-145-178-157-42 in your application.