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Assistant Director Ticketing Operations

Posting Details

Posting Details

Job # 040425
Department Code 30003-1071
Department Dome Operations Box Office
Job Title Assistant Director Ticketing Operations
Location Syracuse, NY
Pay Range $68,000 - $72,000
Pay Determination
Pay rates at Syracuse University are based on a combination of factors including, but not limited to, the job responsibilities; the candidate’s education, training, work experience and key competencies; the university’s strategic priorities; internal peer equity; applicable federal, state, local laws, grant funding and contractual requisites; and external market analyses.
Staff Level S5
FLSA Status Exempt
Hours
Standard University business hours

8:30am – 5:00pm (academic year)
8:00am – 4:30pm (summer)

Hours may vary based on operational needs.
Job Type Full-time
Campus Syracuse, NY
Unionized Position Code Not Applicable
Job Description
The Assistant Director of Ticket Operations leads the day-to-day operations of all Ticketing and office hardware and software for the JMA Wireless Dome Box Office. This position is specifically responsible for managing all aspects of the Ticketmaster Archtics system while providing appropriate training and troubleshooting support to all University users of the system. In addition, this position is responsible for managing the JMA Wireless Dome Box Office relevant information listed on cuse.com/tickets, ticketmaster.com, cuse.com/mycuse, and cuse.com/studentmycuse. Furthermore, this position is responsible for overseeing the bid/design/production of tickets, parking, credentials, envelopes, forms, and any other non-digital ticketing assets for the JMA Wireless Dome Box Office. Lastly, this position manages all scholastic events held at the JMA Wireless Dome as well as other non-Syracuse University Athletics events as assigned by the Associate Director of Ticket Operations.
Qualifications
  • Bachelor’s degree required or combination of high school degree and 5-7 years of experience in ticket operations at the professional or collegiate level with a minimum of 2-3 years of managerial experience.
  • Advanced working knowledge of the Ticketmaster’s Archtics system preferred.
Job Specific Qualifications
  • Advanced knowledge of Ticketmaster software (systems)
  • Advanced knowledge of NCAA Compliance protocols
  • Strong interpersonal skills and advanced customer service skills
Responsibilities
  • Responsible for the day-to-day management and problem solving of all Box Office hardware and Ticketmaster hardware and software including but not limited to: Networking, workstations, BOCA/laser printers, EMV’s, thin client workstations, money counters, as well as Ticketmaster Archtics, EMT, Account Manager, Typeform, TMWIN, Painter, TMOne, etc. Responsible for overall IT needs of the JMA Wireless Dome Box Office and is the main point of contact for Ticketmaster Client Support, University ACS and Networking, University and ESF Registrar and Admissions, University Advancement, University Parking Services, BOCA systems, and money counter, office printer and copier support vendors. Leads and is responsible for the implementation and improvement of all aspects of the Ticketmaster Archtics ticketing software for the JMA Wireless Dome Box Office.
  • Create, revise, and organize Painter ticket and invoice templates. Oversees the bid/design/production of tickets, parking, bulk mailing, postcards, credentials, envelopes, and any other non-digital ticketing assets for the JMA Wireless Dome Box Office. Work closely with Dupli for artwork transfer, proofing and problem resolution. Oversees all creation and development of event ticketing and parking needs for cuse.com/mycuse, cuse.com/studentmycuse, ticketmaster.com, and any other forms of online ticketing presence. Oversees the creation and development of ticketing needs through Archtics, EMT, TMWin, CMS, Typeform messages, tm/1 Entry, Painter, TM1 Engagement Email, etc. Key resource in their usage.
  • Manage creation, update and removal of Username, password, and privilege access to the various Ticketmaster software platforms. Ongoing documentation of software user disablements for former staff. Manages the yearly changeover with Ticketmaster Support of the Archtics events and other elements to the new season. Manage outside ticket booths for networking, TM workstations, configuration/upkeep, EMVs, etc. Main point of contact with university offices as it relates to Data research and collection of custom reports/lists for use by the JMA Wireless Dome Box Office including but not limited to: New and Updated Student data to verify student status for season tickets, Faculty/Staff data to verify Faculty/staff status for season tickets, updated student data for Block Party, etc.
  • Leads the Syracuse University Athletics season ticket and parking renewal efforts for Football, Men’s & Women’s Basketball, and Men’s Lacrosse as it relates to the ticketing system creation and implementation of customer invoices, customer seat relocation process, etc.
  • Coordinates the ADA parking verification process for patron’s season parking
  • Coordinates the ADA parking verification process for patron’s season parking.
  • Liaison to ‘Cuse Athletics Fund and Sidearm Sports as it relates to the integration between the Ticketmaster Archtics Software and the Sidearm Donor Rank system. Work with Advancement and CAF for yearly and ad hoc updates and system rollover of Archtics donation funds, as well and University financial year closeout.
  • JMA Wireless Dome Box Office representative for maintaining appropriate Box Office PCI requirements/standards for staff and liaison to University PCI committee.
  • Coordinates change banks for all ticketed events held at the JMA Wireless Dome or at Syracuse University where the JMA Wireless Dome Box Office is required to sell tickets.
  • Acts as main point of contact to promoters for non-athletic events such as MonsterJam, Globetrotters, Concerts, etc. as assigned by the Associate Director of Ticket Operations.
  • Acts as Box Office Manager for all ticketed scholastic events held at the JMA Wireless Dome as well as any other misc. events as assigned by the Associate Director of Ticket Operations.
  • Manages the balancing and reconciling of gameday ticket sales on the Ticketmaster Host system including the cash deposit as well as providing audit and reconciliation reports to management.
  • Provides prompt resolution of guest concerns, requests, and handles escalated customer service issues promptly and courteously.
    Travels to select Football and Men’s Basketball away regular season and postseason contests as assigned by the Associate Director of Ticket Operations.
  • Other duties as assigned 
Physical Requirements
NA
Tools/Equipment
NA
Application Instructions
In addition to completing an online application, please attach a resume and cover letter.
About Syracuse University
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the University’s 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit http://www.syracuse.edu.
About the Syracuse area
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.
EEO Statement
Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.
Commitment to Supporting and Hiring Veterans
Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.
Commitment to a Diverse and Inclusive Campus Community
Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity.
Quick Link https://www.sujobopps.com/postings/102744
Job Posting Date 12/01/2023
Application Deadline
Full Consideration By
Job Category Staff
Message to Applicants

Applicant Documents

Required Documents
  1. Resume/CV
  2. Cover Letter
Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you first find out about this position?
    • sujobopps.com (Syracuse University Online Employment website)
    • Syracuse University HR Recruiter
    • Virtual Career Fair (via NYS Department of Labor)
    • SUNY EOC (Equal Opportunity Center)
    • Women’s Opportunity Center
    • Jubilee Homes
    • Syracuse Northeast Community Center
    • Interfaith Works
    • JobPlus
    • Syracuse.com
    • Chronicle of Higher Education
    • HigherEdJobs.com
    • HERC (HERC Higher Ed Recruitment Consortium)
    • InsideHigherEd.com
    • Indeed.com
    • DiverseEducation.com (Diverse Issues in Higher Education website)
    • LinkedIn Job Posting
    • Facebook
    • Job Fair
    • Search Firm
    • Referred by an SU Employee
    • Other
  2. * If "other", please describe how you first found out about this position.

    (Open Ended Question)