Event Analyst, Marketplace Support - Tours & Onsales

Responsibilities

• 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 creat

Benefits

Additional Information

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.

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