Tessitura Application Specialist

About The Shed

The Shed is a new cultural institution of and for the 21st century. We produce and welcome innovative art and ideas, across all forms of creativity, to build a shared understanding of our rapidly changing world and a more equitable society. In our highly adaptable building on Manhattan’s west side, The Shed brings together established and emerging artists to create new work in fields ranging from pop to classical music, painting to digital media, theater to literature, and sculpture to dance. We seek opportunities to collaborate with cultural peers and community organizations, work with like-minded partners, and provide unique spaces for private events. As an independent non-profit that values invention, equity, and generosity, we are committed to advancing art forms, addressing the urgent issues of our time, and making our work impactful, sustainable, and relevant to the local community, the cultural sector, New York City, and beyond.

About the Position

The Shed seeks a Tessitura Application Specialist, reporting to the Director of IT, to provide primary support for the staff’s usage of Tessitura, which is The Shed’s customer relationship management (CRM) system. This support ensures that The Shed maximizes its use of Tessitura for ticketing, fundraising, and civic outreach efforts and that Tessitura performs reliably and as expected on a daily basis. 

The Tessitura Application Specialist facilitates relationships with key CRM users within each business unit, acts as the primary support person for all Tessitura application questions, understands standard Tessitura data retrieval and input processes, and serves as a resource for the dashboarding capabilities of Tessitura Analytics. This individual provides guidance to Shed staff on matching new and existing business processes with appropriate features of the CRM, while adhering to proper data governance and to Tessitura’s best practices. The Tessitura Application Specialist also has extensive knowledge of the data structures in Tessitura that are the foundation for ticketing and fundraising, such as campaigns, funds, seasons, production elements, etc., and understands how these basic structures relate to one another in terms of system configuration and reporting. 

This position is responsible for all aspects of internal Tessitura training, including new user onboarding and updating staff knowledge when new Tessitura features and versions are released. Additionally, the Tessitura Application Specialist works closely with the Director of IT in shepherding all Tessitura version upgrades through the planning, installation, and testing phases. Aside from the Tessitura CRM, this position has secondary responsibilities of supporting other enterprise and department-specific applications that are the systems of record for venue scheduling, accounting and retail sales. Support of these applications may relate to the integration of these systems with Tessitura, or to the stand-alone development of training, documentation, reports, business rules, and processes necessary to operate these systems efficiently. 

Key responsibilities include, but are not limited to

• Providing outstanding Tessitura support, training, and communication to all application users
• Responding to all Tessitura support tickets logged to the application support help desk queue
• Leading regular meetings with the Tessitura core user group
• Providing ongoing daily database management and monitoring to ensure data integrity
• Developing and implementing training procedures to onboard new Tessitura users quickly and effectively across the console application, the web based interface, and the physical ticket scanners
• Assisting the Director of IT in establishing, documenting, and implementing policies and procedures relevant to organizational use of Tessitura
• Improving procedures and processes to ensure accuracy of data entry and data hygiene
• Providing technical expertise and strategy to Marketing and Development staff in the design and execution of dashboards, reports, lists, and extractions

Secondary Responsibilities

• Documenting, troubleshooting, and improving Tessitura system integrations with other marketing and financial systems: Momentus (VenueOps), Shopify, Prospect2, Donate2,  SocialSign.in, and Sage Intacct
• Liaising with Tessitura consulting services and other relevant software vendors: Windcave and Made Media
• Assisting the Director of IT in establishing, documenting, and implementing policies and procedures relevant to organizational use of these other external systems
• Participating in onboarding/training of new staff in usage of related marketing systemsL Prospect2, Donate2, etc
• Attending the annual Tessitura conference on behalf of the organization and relaying updates and information to the rest of the organization

Qualifications and Qualities

• Bachelor's degree in information technology, software development, or a computer or data science-related field or equivalent experience desired
• Three or more years of extensive experience with Tessitura, preferably in a system administrator role, including ticketing, fundraising, reporting, and general system configuration and usage
• Experience with both Tessitura Cloud Hosted and on-prem hosted instances is ideal
• Experience with migration to Tessitura V16 a plus
• Strong verbal, written, and interpersonal communication skills
• Ability to manage multiple tasks, prioritize work, and meet tight deadlines
• Ability to work collaboratively with staff across the organization and within different functions
• Basic understanding of SQL query writing; knowledge of SQL Server Reporting Services (SSRS)/SQL Server Management Services (SSMS) is a plus
• Experience administering Tessitura in an e-commerce environment
• Basic understanding of web architecture
• Experience working with Tessitura Extended Services to estimate and manage updates
• Past attendance at the annual Tessitura convention is a plus
• Experience with SAGE Intacct, Shopify, and/or Momentus is a plus
• A love of and connection to the performing and/or visual arts is mandatory
• Must be self-motivated and work well in a team environment
• This position may require nights and weekends
• Availability to participate in the on-call, after-hours IT support rotation is required

Compensation

The salary range for this role is $90,000 – $100,000 per year. Compensation is commensurate with experience.

Schedule

The Shed is a hybrid workplace where administrative staff work three days a week in-person and two days a week remotely.

Application Process

Interested candidates should complete an application and submit résumé and cover letter in a single Word or PDF document saved as candidate's first and last name through our Career Center. Only résumés and cover letters submitted in this format will be reviewed. 

The Shed is dedicated to building an equitable environment that is mixed across lines of difference and strongly encourages applications from Black, Indigenous, people of color, women, transgender, and nonbinary candidates. This position will remain open until filled and until a diverse and qualified pool of candidates is identified. Applicants from populations underrepresented in the arts field are strongly encouraged to apply. Whether you’re new to arts and culture administration, returning to work after a gap in employment, simply looking to transition, or taking the next step in your career path, we will be glad to have you on our radar.