Ticketing Analyst

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Full Time - Hourly Professionals Tampa, FL, US

4 days ago Requisition

Salary Range: $25.00 To $27.00 Hourly

The Ticketing Analyst is responsible for the support, maintenance, and administration of several specific applications for CRM and POS systems. This position reports directly to the Director of Business Intelligence and will work collaboratively with marketing, membership, business innovation, guest services and development to focus on industry best practice while gathering actionable insights. This position is responsible for managing ticket operations, database maintenance, and implementing strategies for third-party system partnerships.

This position will also use knowledge of our business, products, and processes to implement tools to increase organizational data efficiency. This position will exhibit a strong attention to detail, time management and problem-solving ability.

• Support and maintain CRM/POS systems, ensuring integrity of data and reporting, i.e., Altru, Reserve, Active Network
• Oversee the implementation and maintenance of external product partnerships, i.e., Social Good, Digonex
• Collaboratewithalldepartmentalusersandpartnerstosolveissuesandimprovesystemfunctionality
• Establish and consistently execute training of systems end-users
• Develops, maintains, and documents ticketing and reporting best practices and procedures
• Create and oversee complimentary ticket request process for internal stakeholders
• Provides cadenced ticket sale reports to support marketing needs analysis
• Oversee day-to-day CRM administration including data hygiene and user management
• Explore and execute best practices to configure and maintain our systems for maximum efficiency and effectiveness
• Collaborate with stakeholders throughout the organization to accomplish team objectives
• Research and recommend system solutions to continually improve tech stack in alignment with organizational strategic goals
• Delivers extraordinary customer service to all internal customers
• Other duties as assigned

• 4‑year degree or equivalent work experience in related field
• Prior experience managing ticketing and revenue operations at an aquarium, zoo, attraction, or related field
• Prior experience with CRM/POS systems, Blackbaud/Altru preferred.
• Familiarity working with deadlines in a fast paced working environment
• Ability to work and communicate effectively with other members of the Florida Aquarium team
• Strong written and verbal communication skills
• Knowledge of Microsoft Office software (Excel, PowerPoint, Word, Outlook, etc.)
• Customer Focus - Demonstrates courtesy, cooperation and friendliness with staff, volunteers and customers. Actively listens, anticipates and evaluates the customer’s needs. Ensures that customer satisfaction is a priority in all areas of responsibility. Actively engages our customers while fulfilling job responsibilities.
• Business Focus – Strives to positively affect organizational success in completion of job requirements, manages resources effectively, and takes positive actions to enhance the Guest experience. Recognizes how the own performance and contributions impact department and organizational goals, strategies and results. Keeps FLAQ business and Customer’s well‑being at the forefront of day‑to‑day focus.
• Planning/Decision Making – Establishes a course of action with specific goals and objectives in mind. Allocates resources and sets priorities in the most efficient and effective way while respecting our collection and environment with high ethics and standards. Demonstrates the ability to make the best informed decisions considering alternatives and available information. Develops contingency plans anticipating needs and changes in the work environment while seeking win‑win solutions.
• Reliability/Accountability – Demonstrates the ability to complete tasks punctually, meet deadlines and follow through on commitments. Provides consistent and timely work free…