Event Analyst - Marketplace Support

Job Description

THE TEAM

MarketPlace Support is positioned at the intersection of Product, Technology, and the Fan.
Our team's purpose is to provide the best possible fan experience by aligning the efforts made by MarketPlace and Enterprise teams to the needs of our Artist and Venue clients that delivers a premium fan experience.

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 Australasia (and occasionally 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 authorised local requests utilising proprietary toolset and scripting languages.
• 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 behaviour, 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)
• 2 years' experience in Event Management or equivalent technical knowledge.

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 organisation.
• Proven ability to communicate effectively with both businesspeople 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 Marketplace Channels: ticketmaster.com.au, ticketmaster.co.nz, livenation.com.au, livenation.co.nz and IVR.
• Must be experienced in Microsoft Word, Excel, Outlook and other application.
• HTML, SQL, Linux OS and workflow management systems familiarity (JIRA/Salesforce) preferred.
• PERL, Bash Shell, JSON, CRON, and any top-down programming language experience desired.
• Advanced experience with proprietary Ticketmaster Host system language and Event Programming skills.

YOU (BEHAVIOURAL SKILLS)
• Rock Solid Reliability – I earn the trust of co-workers and fans; I set clear expectations; I deliver high-quality work on time and on task; I take the time to do things right.
• Winning Teamwork – I collaborate with others; I share information openly; I listen; I show recognition and appreciation for the contributions of others; I know that I can't succeed alone.

CULTURE

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.

You would have got a first feel of what it is like working at Ticketmaster through our career site and looking at our Ticketmaster Values. Are you ready to start your journey with us? One of your first stops would be our Going Live Session, our own way of welcoming you to Team Ticketmaster.

Ticketmaster is the world's largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centres and theatres, Ticketmaster now processes over 500 million tickets. As part of Live Nation Entertainment, the largest live entertainment company in the world, Ticketmaster is traded on the New York Stock Exchange as NYSE: LYV.

Ticketmaster operates in over 30 countries across North America, South America, Europe and Asia Pacific. Overall, the company employs over 6,500 individuals. Ticketmaster was establis4hed in Phoenix, Arizona in 1976.



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Jobcode: Reference SBJ-gpy47e-18-219-198-219-42 in your application.