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Ticketmaster

Event Analyst, Marketplace Support - Tours & Onsales

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Job Summary:

JOB DESCRIPTION – EVENT ANALYST, MARKETPLACE SUPPORT – TOURS & ONSALES

Location: Australia/New Zealand

Division: Ticketmaster Australia

Line Manager: Manager, Marketplace Support

Contract Terms: Permanent, 38 hours per week

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.
  • To adhere to quality management, safety and environment company policies

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.
  • Able to travel to office minimum 3 days a week

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

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

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#LI-Onsite

#TMAU

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.