Position Summary

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.

Essential Position Functions

• 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
• Collaborate with all departmental users and partners to solve issues and improve system functionality
• 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

Education Requirements and Technical Skills

• 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.)

Competencies

• 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 their own
• performance and contributions impact departmental 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 of errors and omissions. Demonstrates good time management skills by using time effectively and efficiently. Arrives at work and meetings on time.
• Problem Solving/Judgment – Provides realistic solutions in a timely manner based on consideration of alternatives and consequences. Demonstrates ability to evaluate alternatives and make judgments based on facts and the best interest of the organization. Demonstrates the courage to innovate and change when appropriate.
• Interpersonal Skills/Teamwork- Demonstrates the ability to work collaboratively within a team and across departments for organizational success. Demonstrates a positive attitude and initiative, seeks to understand before being understood. Fosters a positive, supportive and encouraging work environment. Demonstrates respect for other’s opinions, trusts in their abilities and recognizes their contributions.
• Initiative – Demonstrates the ability to proactively seek opportunities and solutions to challenges.   Demonstrates self‐ motivation in completing job requirements and consistently strives to improve performance. Initiates new ideas by challenging the status quo to find new ways to do things better. Asks questions and seeks guidance when needed.
• Professionalism - Demonstrates honesty and integrity at all times, and takes accountability for their actions. Maintains composure, objectivity and a professional manner at all times. Complies with FLAQ’s Policies and Procedures. Behaves consistently with the values of the organization and acts as a role model.
• Communication – Effectively expresses ideas and ensures spoken or written communications are complete, clear and understandable. Actively listens and openly communicates with others. Ensures information is conveyed in a timely and appropriate manner. Encourages others to express their views. Positively accepts feedback and offers constructive feedback to others.

Typical Physical Requirements

• Sitting, standing, walking – at least 4 hours per day
• Bending/stooping, climbing ladders – frequently
• Kneeling/squatting, reaching above shoulders – occasionally
• Carrying/lifting up to 50 lbs.
• Coping with demands (stresses that are associated with the job and/or the work environment) so that acceptable levels of performance and overall contribution are maintained
• Should be able to climb and descend ladders quickly
• Ability to travel (car, boat, plane, truck) as needed — locally and/or nationally
• Flexibility in working weekends, evenings and holidays