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About the Role
Brooklyn Academy of Music (BAM) is seeking a Ticketing System Manager to serve as the Information Systems’ subject matter expert for Tessitura ticketing. This role supports departments that set up and manage ticketing, owns ticketing setup for Education programs, and provides technical support and troubleshooting.
Responsibilities
- Set up and maintain Education ticketing in Tessitura, including productions, performances, price types, capacities, holds, waitlists, and registration for non-ticketed education programs.
- Provide Tessitura technical support to various departments, assisting with troubleshooting of ticketing setup and system issues.
- Partner with the Head Treasurer on accessible seating, providing technical support.
- Provide functional support for third-party ticketing integrations, documenting business rules and assisting with troubleshooting.
- Coordinate with Tessitura Network support on ticketing system issues.
- Provide technical support during on-sales, including outside regular business hours.
- Plan and coordinate ticketing testing for Tessitura releases, upgrades, and patches.
- Assess the impact of proposed Tessitura changes on ticketing operations and communicate it to affected departments.
- Provide Tessitura system training and knowledge transfer for Education ticketing and support departmental primaries.
- Support ticketing and sales reports used by Guest Experience and ticketing departments.
- Maintain documentation of Education setup procedures, Tessitura ticketing functionality, and troubleshooting procedures.
- Participate in knowledge sharing activities across IS and IT divisions.
- Participate in IS project planning and Agile sprint work, providing ticketing requirements, system input, and acceptance testing.
- Participate in cross-departmental ticketing working groups, representing IS on Tessitura system capabilities.
- Provide Tessitura consultation on new venues, programs, or sales initiatives.
- Represent BAM in the Tessitura user community.
- Perform other duties as assigned.
Requirements
- Substantial hands-on experience with Tessitura ticketing, including productions, performances, price types, modes of sale, seat maps, and holds.
- Experience supporting ticketing operations across multiple departments in a performing arts or cultural environment.
- Demonstrated ability to troubleshoot ticketing system issues and explain solutions to non-technical staff.
- Experience testing software releases or upgrades and documenting results.
- Working knowledge of accessible seating practices in ticketing.
- Experience training end users and writing clear procedures.
- Excellent written and verbal communication skills.
- Ability to work outside regular business hours to support on-sales.
- Experience with education ticketing and registration in Tessitura.
- Experience with third-party ticketing or distribution integrations.
- Familiarity with Tessitura reporting tools.
- Familiarity with Agile development environments.
- Experience in a nonprofit, performing arts, or cultural institution environment.
- Extremely organized.
- Self-motivated.
- Excellent attention to detail.
- Ability to work under a deadline.
- Ability to multi-task.
- Calm and solution-oriented under pressure.
Skills
- Tessitura ticketing
- Technical support
- Troubleshooting
- Software testing
- Documentation
- Training
- Agile development
Location
- Brooklyn, NY
Work Type
- Full-Time
- Onsite (3+ days per week)
- Occasional remote flexibility
Experience Level
- Bachelor’s degree or equivalent professional experience
Education Level
- Bachelor’s degree or equivalent professional experience
Salary/Compensations
- $80,000.00 - $80,000.00
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Retirement plan opportunities (401(k) and pension)
- Access to BAM's programming
About the Company
- Brooklyn Academy of Music (BAM) is a multi-disciplinary arts center located in Brooklyn, New York.
- For more than 150 years, BAM has been the home for adventurous artists, audiences, and ideas—engaging both global and local communities.
- With world-renowned programming in theater, dance, music, opera, film, and much more, BAM showcases the work of emerging artists and innovative modern masters.
Equal Opportunity
- Brooklyn Academy of Music is an Equal Opportunity Employer.
- BAM recognizes that historic institutional practices lead to a non-inclusive environment and is working to address diversity and inclusion in all forms.
- The Information Technology division supports and continues to take part in this process.