Business Process Analyst

Job Description

Location: Ticketmaster International 4 Pentonville Road, London, N1 9HF

Division: Ticketmaster International, Business Strategy & Transformation

Line Manager: Business Process Improvement Manager

Contract Terms: Permanent, 40 hours per week

THE TEAM

The Process Improvement team work from within Ticketmaster's Business Strategy & Transformation function to drive efficiency and consistency in our processes by creating standardisation across platforms and global regions. The team partners with global business function leaders to analyse their current business processes and deliver suitable process improvement projects by implementing recognised Continuous Improvement methodologies.

THE JOB

The Business Process Analyst is responsible for supporting the work of the Process Improvement team, led by Ticketmaster's SVP of Business Strategy & Transformation. The role requires an individual to proactively manage their own continuous improvement projects from definition to delivery with support from the Business Process Improvement Manager.

As a Business Process Analyst at Ticketmaster, you will be passionate about process and committed to helping teams across the business assess processes, communicate and improve on them. You will coach the business in CI techniques (such as 5 Why's, 5S and Wastes Identification) as well as frameworks which enable sustainable good performance. You will be a key player in implementing continuous improvement activity across Ticketmaster's international business by driving CI culture change, providing advice and guidance to management teams, change projects and process owners. As such you will need to be a self-starter, capable of defining your own goals and demonstrating the value continuous improvement is bringing to the organisation.

WHAT YOU WILL BE DOING
• Taking a central role on process improvement projects, supporting the complete project lifecycle – from project scoping, planning, current and future states analysis, improvement recommendations and implementation, to performance monitoring and benefits realisation.
• Control and governance, including the management of stakeholders, risks, project timeline, quality delivery, as well as progress reporting.
• Identifying areas where we can improve the way in which we scale our business, build and present the business case to do that and go forth to implement this change.
• Partner with project stakeholders and provide coaching of CI concepts (such as Lean/ Six Sigma), tools, methodologies and materials.
• Understanding the psychology of change in large organisations, process development and embedding new processes to ensure maximum buy-in from all stakeholders.
• Creative problem-solving, exhibiting common sense and analytical reasoning skills and taking ownership of issues or impediments to the point of resolution.
• Reliable and informed decision making based upon quality analysis, wisdom, experience, and judgment; offer appropriate solutions and suggestions.
• Communicate and evangelise the benefits of a continuous improvement culture through presentations, reporting and regular management briefings.
• Analysing current state and defining benchmarks and benefits of each project, to ensure we objectively measure success.
• Delivery focused where the delivery of value and practical processes to the business is the predominant driver.
• Actively participate in the development of a self-managing cross functional team where every member of a project believes that they are ''all in this together''.
• Facilitating workshops, coaching and structured training sessions.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• You will be very proficient in business process improvement, process analysis, project management and problem solving, enjoying the attention to detail and deep analysis involved with such a role.
• A wide-ranging knowledge of the CI - Lean/ Six Sigma toolbox, knowing the best methods to apply for each individual projects. CI qualifications (such as Lean/Six Sigma, Customer Journey Mapping or Service Design) is a plus but not a pre-requisite.
• Bachelor's degree or a combination of education and at least 3 years' experience in a Process Analyst role required.
• You will have excellent written and verbal communication, meeting facilitation and presentation skills and fluent English to ensure a clear unambiguous message is consistently delivered.
• You will be a self-starter with the ability to quickly get to grips with the needs of our fast moving and dynamic ecommerce business.
• You are self-motivated and able to work independently with limited supervision, while able to provide accountability of progress through regular reporting and communication.
• You will have the interpersonal skills necessary to effectively interact and communicate with clients and individuals at all levels of the organisation.
• You will be passionate about continuous improvement and the benefits that formal improvement techniques can bring to the organisation.
• You must be able to translate performance improvements into financial values.
• You must be able to highlight and demonstrate the impact of inefficiencies across complex business processes.

YOU (BEHAVIOURAL SKILLS)
• Process Driver: The team you will be a part of is in charge of driving process improvement forward, delivering continuous efficiency gains. A wide-ranging knowledge of the CI Lean/Six Sigma toolbox how to apply it is essential. (CI Qualifications are a plus but not a pre-requisite).
• Analytics Expert: A Business Process Analyst will have the critical ability to turn data into actionable improvement ideas. Helping us create value for Ticketmaster's teams and our fans.
• Persuasive Story Teller: You will be working on projects that will be presented to Ticketmaster leaders across all functions and to third parties (leagues/teams/resellers). Translating and simplifying the process improvement initiatives into a clear and concise powerful messages that will deliver change is vital.
• Sprinter and Marathon Runner: Whilst we carefully plan the projects we work on, by managing a pipeline of potential process improvement projects, inevitably there are business critical projects that we must respond to at a moment's notice. Adaptability is key!
• Cross functional team player: We value transparency and helping one another. It's how we roll. There is no ''me'' culture. Communication across the entire team will lead to greater individual success.
• Microsoft Mastery: the role demands the utmost competency in using Microsoft Office, specifically when using Excel and PowerPoint.
• Tech Enthusiast: While we're part of a concert company, Ticketmaster is really an ecommerce tech company that plays an important role to power the systems that connect fans with the live events they love.

Ticketmaster, part of Live Nation Entertainment is the largest live entertainment company in the world, consisting of four core business areas: Concerts, Ticketing, Artist Nation and Sponsorship & Advertising

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

TICKETMASTER 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 th

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Jobcode: Reference SBJ-gpm38o-3-143-23-176-42 in your application.