TICKETING NETWORK EAST MIDLANDS



TICKETING NETWORK EAST MIDLANDS (TNEM)

DATABASE & CRM SYSTEM ADMNISTRATOR

Introduction

Ticketing Network East Midlands (TNEM) is an umbrella organisation operating on behalf of a consortium of four of the leading arts organisations in Nottingham (Theatre Royal & Royal Concert Hall, Nottingham Playhouse, Lakeside Arts Centre, Dance4), to manage develop and maximise the use of Tessitura CRM software.

The Database & CRM System Administrator will work with the Consortium Manager to support end users in their use of Tessitura, maintaining the software, related applications and externally hosted server infrastructure to enable the partner organisations to deliver a consistent service to their stakeholders and customers.

This job is an opportunity for someone with system administration and SQL database skills to take on a new challenge or a person who is experienced in using a CRM system and looking to move into a technical role. The successful candidate will have access to training and development to enable them to meet the requirements of the role.

How to apply

Please apply by submitting your CV and a covering letter outlining how you meet each of the criteria set out in the Person Specification.

The closing date for applications is Monday 11th February at 12 Noon

Email your application to annie.scally@.uk or by post to:

Annie Scally

Consortium Manager

TNEM

Theatre Royal & Royal Concert Hall

Theatre Square

Nottingham

NG1 5ND

Interviews will be held in the week of 18th February 2019 in Nottingham

If you would like an informal discussion about the role please contact Annie by email or phone 0115 989 5512

TICKETING NETWORK EAST MIDLANDS (TNEM)

JOB DESCRIPTION

DATABASE & CRM SYSTEM ADMINISTRATOR

Responsible to: TNEM Consortium Manager

Main purpose

To be responsible for the support and maintenance of the Tessitura CRM software, and associated tools, maximise and maintain uptime of the application and related services for consortium partners

Provide support to all end users, to enable them to maximise the efficient use of the CRM system and deliver a first class service to their stakeholders and customers

Main areas of responsibility:

Tessitura Software and Database Administration

1. Provide accurate and prompt troubleshooting assistance when resolving issues and problems that may occur with the Tessitura system and its usage. Where necessary, liaise with Tessitura Network and other third-party party vendors to provide efficient, effective and timely solutions.

2. Carry out system enhancements, upgrades, installation of new features and integrated software ensuring the compatibility of existing functionality and customisations is maintained.

3. Use Microsoft SQL server suite to create and maintain reports, stored procedures and utilities to support business needs and increase data accuracy and productivity.

4. Use SSRS (and where necessary Infomaker) to customise and write new reports from Tessitura software.

5. Undertake data imports and analysis to support consortium partner business intelligence requirements.

6. Support consortium partners with the ongoing maintenance and development of Tessitura and integrated applications including system processes.

7. Work with the Consortium Manager to produce and maintain all technical documentation for Tessitura, associated applications and database administration.

8. Act as system administrator for Tessitura CRM application.

9. Maintain the security of the TNEM Databases and servers taking into account industry legislative requirements e.g. PCI DSS and Data Protection.

10. Set up, maintain and test Tessitura backups and disaster recovery plans.

11. Monitor and optimise the configuration, and performance of the Tessitura Database.

12. Work with the external Hosted Services Company to monitor and maintain the server infrastructure for optimum availability and performance of the Tessitura hosted environment.

TNEM Consortium Services

1. Build and maintain positive working relationships with consortium partners and TNEM user groups, become an active member of the Tessitura Network Community and liaise with colleagues at other organisations in sharing ideas and knowledge and keeping up to date with the latest trends and new technology which may be beneficial to improving business performance.

2. To participate in training and development activities (including reflective practice) as necessary to ensure up to date knowledge, skills and continuous professional development.

3. Support the Consortium Manager in planning for future IT developments and integrations including the contract for the external Hosted Services provider.

4. Ensure up to date understanding of industry legislative requirements including PCI DSS, and work with the Consortium Manager to maintain protocols to ensure compliance as relates to the Tessitura Application and infrastructure.

5. To take positive action to promote Equal Opportunities in all aspects of the work of TNEM.

6. To maintain confidentiality in all areas relating to TNEM and consortium members where appropriate.

7. To act always in the best interests of TNEM.

8. To agree to abide by health and safety policies.

9. Undertake any other duties in line with responsibilities of the role at the request of the Consortium Manager.

DATABASE & CRM SYSTEM ADMINISTRATOR

PERSON SPECIFICATION

Essential Criteria

The successful candidate will meet the majority of these requirements.

• Experience of using a CRM system at an administrator/power user level

• Experience of using relational databases

• Experience of working with Microsoft products

• Understanding of SQL

• Experience of providing training to end users with various levels of expertise

• Flexible approach to work and the ability to prioritise a varied and demanding workload with an “internal customer” first focus

• Self-motivating with a proven ability to meet deadlines

• Analytical and lateral thinker and proactive problem solver

• Methodical approach to tasks and excellent attention to detail

• Strong written and verbal communication skills

• Good interpersonal skills with ability to build positive working relationships with internal stakeholders, external service providers and suppliers

• Proven ability as a team player

• A passion for learning and continuous development

• Desire to work in the arts and cultural sector

• Willingness to be on call or work occasional evenings and weekends as necessary to resolve Tessitura related business critical issues and carry out upgrades

Desirable Criteria

The successful candidate should meet some of these requirements

• Experience with SQL report writing tools (full training will be given if necessary)

• Experience with T-SQL (full training will be given if necessary)

• Experience in SQL server administration (full training can be given if necessary)

• Experience of using the Tessitura ticketing and CRM system at power user level

• Familiarity with web-based applications and HTML

• Experience of application upgrades and enhancements

• Excellent working knowledge of Microsoft report-writing and SQL query tools

• Experience of working within an arts and culture organisation

• Understanding of non-profit business practices

DATABASE & CRM SYSTEM ADMINISTRATOR

MAIN TERMS AND CONDITIONS

Salary: £30,000 - £36,000 depending on experience

Payable monthly in arrears by credit transfer

Hours: 37 hours per week Monday to Sunday. (Due to the nature of the role some eve and weekend working may be required to resolve business critical system issues and carry out upgrades)

Overtime: No overtime is payable. However, reasonable time off in lieu may be agreed with your line manager.

Contract: Permanent

Probation Period: Six months

Notice Period: Three months

Flexible Working: This role is suitable for Flexible Working arrangements e.g. start and finish times or some hours per week working from home.

Place of work: Is normally based at Theatre Royal & Royal Concert Hall. However, you will be expected to work at any of the consortium partner locations as required as well as regional, national and occasionally international travel to represent TNEM at meetings and events.

Annual Leave: 20 days plus bank holidays in the first year of service. Each additional year of service will entitle you to one further day of leave until you reach a maximum of 25 days annual leave plus bank holidays.

Pension Scheme: TNEM workplace pension scheme is provided by NOW: Pensions

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