Analyst, Marketplace Support - Tours & Onsales

Job Summary:

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 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 EMPLOYMENT OPPORTUNITY

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.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

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 accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to

identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

#LI-REMOTE

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The expected compensation for this position is:

** Pay is based on a number of factors including market location, qualifications, skills, and experience.