Description

At Discovery Place, a 501(c)(3) nonprofit organization, we fuel your passion for science and the natural world by delivering awe-inspiring exhibits and educational programs.
Our immersive experiences captivate, challenge, and empower audiences of all ages, sparking a spirit of discovery and lifelong learning. We hope to forge a future where science catalyzes, creating boundless opportunities, fostering hope, solving complex problems and driving positive change across the globe.

We’re looking for driven, talented individuals who share our passion for making an impact and having fun while doing it.

Summary: Responsible for the day-to-day maintenance and configuration of Discovery Place’s visitor-facing Ticketing platform, which includes partnerships with various third-party integration platforms. Serves as the organization’s Ticketure expert and guides decision making as to how to best utilize the system to meet the organization’s growing needs. Works closely with Database team to align Ticketure functionality and data across the organization’s various data systems. Supports Discovery Place staff with the use of Ticketure.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Maintain the overall integrity and quality of the organization’s ticketing platform, Ticketure.
• Works closely with Manager, Database to align Ticketure with the various systems across the organization in relation to functionality, configuration, and reporting.
• Optimize end-user experience by regularly collaborating with various teams within the organization to assess system functionally and event configuration.
• Provide support and training in the use of Ticketure as needed. To include orientation for new staff, specialized training in response to changing needs, new business processes and new system functionality.
• Utilize Kibana reporting functionality within Ticketure for ad hoc reporting as needed.
• Leverage relationships with Ticketure team and with various third-party vendors to maintain seamless integrations. Current third-party relationships include, but not limited to, KIS Kiosks and Flash Parking.
• Provide technical assistance to Discovery Place staff and resolve Ticketure-related issues as needed. Escalate any issues to support as needed.
• Required to stay current on upcoming enhancements of Ticketure functionality. Work with Manager, Database to determine how to best utilize new enhancements. Evaluate how enhancements might require changes to policies and procedures, where necessary obtain the appropriate approval for such changes. Guide staff in the appropriate use of new and existing Ticketure functions.
• Periodic review of organizational procedures for use of Ticketure to increase efficiency and enhance performance as appropriate.
• Manage Ticketure related requests within Discovery Place’s Help Desk in a timely manner. Set appropriate timelines for the completion of such requests and communicate timelines to end users.
• Maintain Ticketure access and security for all users. Set appropriate job-related roles for each user.
• Develop protocol for data processing.
• Monitor Ticketure performance and communicate with vendors when there are performance issues.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Solid understanding of the principles of database management.
• Proficient in Ticketure.
• Strong analytical and problem-solving skills.
• Familiarity with database structure and querying.
• Ability to manage multiple projects simultaneously with high degree of accuracy and attention to detail.
• Ability to understand our non-profit business processes. Ability to evaluate business needs and conversely the ability to provide alternative solutions, if applicable.
• Work both independently and collaboratively to accomplish aforementioned responsibilities and goals of Discovery Place.
• Ability to organize and prioritize workload to meet deadlines.
• Must provide excellent customer/client service both internally and externally.
• Exhibit excellent written and oral communication skills with the ability to work with both technical and non-technical users.
• Proficient in the use of Microsoft Office 365 and associated products.
• An ability to troubleshoot hardware and software problems is highly desirable.

Qualifications

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor's degree from four-year College or university, Information Science or Computer Science, preferred; three to five years related non-profit database experience and/or training; or equivalent combination of education and experience.

Certificates and Licenses:

No certifications needed

Supervisory Responsibilities:

Acts as manager to users of the Ticketure platform in respect to the user’s Ticketure related job functions.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 50 pounds. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.

Employees of Discovery Place should uphold the mission, vision and values of the organization. We strive to provide exceptional service through four core values: uncommon courtesy, the pursuit of personal excellence, teamwork and inclusion. We value the diversity of opinions and intellectual thought and encourage an environment where employees can share ideas openly.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities of this job. Other duties may be assigned. This job description may be changed to include new responsibilities and tasks or change existing ones as management deems necessary.