Event Analyst
Description
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.
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.
Responsibilities – Event Operations:
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 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, 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.
Requirements
- 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.
You (behavioral skills):
- I deliver high quality work on time and on task as I know this is fast paced business environment.
- I take the time to do things right and ask questions to support my own learning.
- I collaborate with others and share information openly to both educate my team members and other teams.
- I 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
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Ticketmaster
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Ticketmaster gives millions of fans – worldwide – fair and easy access to the biggest and best in live entertainment. Driven by innovation, unparalleled scalability, and unmatched support, we are the definitive leader in professional ticketing solutions. Over 12,000 artists, teams, and venues around the world trust us to power their amazing performances daily — with more than 500 million tickets sold each year. We are a diverse team of 6,500+ global employees and a proud division of Live Nation Entertainment (NYSE: LYV), the world’s leading live entertainment company and an organization certified as a Great Place to Work®. Everything we do starts with our passion to dream, design, and deliver the unforgettable experience of live. Because we’re fans too — and live only happens once.