Ticketing Platform Specialist

JOB DESCRIPTION – TICKETING PLATFORM SPECIALIST

Location: Dubai / Flexible with travel

Division: Ticketmaster Middle East

Line Manager: Ticketmaster Middle East, Operations Manager

Contract Terms: Permanent, Full Time

ABOUT US

Ticketmaster is part of Live Nation Entertainment, the largest live entertainment company in the world, which consists of four core business areas: Concerts, Ticketing, Artist Nation and Sponsorship & Advertising. Ticketmaster Middle East offers the right person an amazing opportunity to get in on the ground floor of an exciting entertainment company with its regional headquarter in Dubai, UAE.

THE JOB

As a Ticketing Platform specialist, you are responsible for all support inquiries by clients and co-workers on Ticketmaster’s ticketing platform and the associated suite of software applications. You will be nothing less than our ticketing system champion!

While basic knowledge about all applications employed by Ticketmaster Middle East is a basic prerequisite for all team members, it is expected that the Ticketing Platform Specialist becomes the market expert on all available applications and also plays an important part in constantly refining these tools in close collaboration with TM’s international team of product managers. In addition, this role will be the main contact person working with the global compliance and data security teams to ensure that we follow all required standards and protocols.

WHAT YOU WILL BE DOING

• Knowing our ticketing platforms better than anyone else in the region
• Provide product trainings and documentation for clients and co-workers
• Actively manage our support queue, analyse issues and solve or further escalate them
• Stay on top of all developments impacting a subset of software applications
• Find workarounds in case of system constraints
• Playing a leading role in the adaptation of business processes to our ticketing platform
• Support the senior management to continuously provide an overview of business and operational needs for our platform.
• Working with the relevant product teams on the roadmaps for all ticketing platforms in use within the market – informing internal and external stakeholders
• Ownership of the product support relationships managing Service desk tickets (tasks, bugs, stories) ensuring clarity is maintained to support the process.
• Local in market testing for new functions released (UAT/Production) across all instances and configuring the platforms accordingly
• Liaise with the global PCI Compliancy team along with all internal stakeholders to ensure that the market remains PCI compliant.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• Exceptional operational knowledge about ticketing or leisure ticketing platforms
• Experience in transferring knowledge and delivering training to clients
• Demonstrable project problem analysis/resolution skills
• Ability to present yourself in a confident manner vis-à-vis clients and colleagues
• Comprehensive skills in software applications such as Microsoft Office, Windows, JIRA, Confluence, Salesforce
• Strong written and verbal communications skills. Must be fluent in English
• Knowledge of Ticketmaster XT and Microflex platforms advantageous

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:

• A highly motivated and conscientious individual
• Ability to work independently and set priorities according to business needs
• A pro-active nature to include a flexible approach to hours of work (that may include unsociable hours) and location of duties
• Well-structured, results-oriented approach to work
• Team player
• Passionate interest in the live entertainment and sports industry
• Flexibility to travel and work across the GCC
• Work with a sense of urgency to deliver results
• Demonstrates ethical behaviours

NOTE: To work from a Ticketmaster office, full COVID-19 vaccination will be required subject to any legally valid exemptions.

Our work is guided by our values:

Reliability – We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork – We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity – We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging – We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities