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 gene