The Ticketing Manager-Systems Specialist for Touhill Ticketing Operations is expected to share the daily manager duties of the Ticket Office as well as manage the office for evening and weekend show shifts in concert with two other managers. These duties include trouble shooting, seller guidance, and resolving customer complaints/concerns. Beyond this management responsibility, the Systems Specialist will focus on working with software vendors, Campus IT, Clients, and the Ticket Office staff to maintain, provide guidance, and develop use protocols for the Tessitura ticketing system and related software and hardware. It is expected that the Specialist will develop technology and software solutions to improve the show information and ticket buying experience for patrons and customer service staff.

Systems Maintenance and Support 50%

• Management of all Tessitura products and services (RAMP, TNEW, Analytics) and all third-party integrated systems
• Customize Tessitura to meet the needs of the Touhill and Event Services team
• Assist to setup complex packaging, subscriptions, and promotions
• Create Lists in Tessitura for clients
• Edit new patron account creation, run quarterly NCOA
• Act as PCI compliance manager, be liaison for annual audit and reporting
• The Tessitura ticketing system drives the primary event website for information and ecommerce. The Tessitura database also drives the patron communication systems including eblasts. The Specialist will work with other Event Services team members to develop these messages and deploy them at the correct times to the correct subset of patrons. Examples of this responsibility include inputting show descriptions and media into Tessitura for ticketed and non-ticketed events, pulling patron segment mailing lists, and setting up email campaigns using those lists.

Manager on Duty 30%

• Provide ticket office management for daily operations and per event as needed in rotation with other managers
• Lead team meeting for the day
• Provide elevated customer service
• Enforce policy, act on issues that may arise
• Perform daily balancing procedures (close out sellers, post batches, create CRRs)
• Complete event settlements as needed

Event Management 20%

• Show build and client liaison for a limited number of shows per year

Supervision is received from the Ticketing Services Manager.

Functional supervision exercised over student staff and part-time staff.

• Bachelor's degree or an equivalent combination of education and experience and at least 2 years of experience from which comparable knowledge and skills can be acquired is necessary

• Advanced computerized ticketing experience, preferably Tessitura.
• Demonstrated aptitude for working with computers and software configuration.
• Website maintenance or development experience.
• CRM or email systems experience.
• SQL and/or HTML experience.
• Basic graphic design or image modification skills.
• Excellent communication and customer service skills.
• Experience in a higher education environment.
• Ability to work varying and unusual work schedules including nights and weekends.

Knowledge, Skills & Abilities

• Advanced skills with Tessitura products and services (RAMP, TNEW, Analytics)
• Ability to use technology to enhance a customer experience.
• Demonstrated ability to use technology to solve routine and unusual operational problems.
• Demonstrated ability to independently solve complex customer service issues.

Minimum Salary

Applicants must combine all application materials (cover letter, resume, and list of three references with contact information) into one PDF or Microsoft Word document and upload as a resume attachment. Limit document name to 50 characters. Maximum size limit is 11MB. Do not include special characters (e.g., /, &, %, etc.).

For questions about how applicants apply, please call (314) 516-5805, or if you are experiencing technical problems, please email mailto:pshrsupport@umsystem.edu .

Benefit Summary

The University of Missouri, St. Louis offers benefit-eligible employees a wide variety of benefits including; health, dental and vision coverage effective on the first day of employment, vacation & sick time accrual, four personal days per year, tuition assistance for employees and their dependents, pension and employee & dependent life insurance. For more information about our benefit, please visit http://www.umsystem.edu/totalrewards/benefits .

UMSL is an equal access, equal opportunity, affirmative action employer that is fully committed to achieving a diverse faculty and staff. Equal Opportunity is and shall be provided for all employees and applicants for employment on the basis of their demonstrated ability and competence without unlawful discrimination on the basis of their race, color, national origin, ancestry, religion, sex, sexual orientation, gender identity, gender expression, age, genetic information, disability, or protected veteran status.

EEO IS THE LAW