Systems Support Analyst (CRM & Ticketing)
We're looking for an experienced System Support Analyst with hands-on Tessitura CRM and ticketing experience to play a key role in the day-to-day support, configuration, maintenance and continuous improvement of ZSL's Tessitura platform. Working closely with the Tessitura Systems Manager, you'll ensure the platform operates reliably and efficiently by delivering system configuration, troubleshooting technical and data issues, supporting system releases, and maintaining high standards of data quality and governance.
As a trusted systems expert, you'll work collaboratively across Marketing, Membership, Fundraising, Visitor Operations and Digital Platforms, providing technical support and delivering system enhancements that enable seamless visitor and supporter experiences while supporting ZSL's commercial and fundraising objectives.
We're looking for a detail-oriented, analytical problem solver who combines strong technical capability with excellent stakeholder management and communication skills. You'll have experience supporting and configuring Tessitura, a good understanding of ticketing, CRM, membership or fundraising operations, and a proactive approach to continuous improvement, system optimisation and delivering high-quality change. If you're passionate about improving business systems, data integrity and user experience, we'd love to hear from you.
Key responsibilities:
- System Configuration & Platform Management: Configure, maintain and support ticketing products, memberships, campaigns, pricing and business rules to meet operational requirements
- System Support & Issue Resolution: Provide day-to-day system support, investigate issues and resolve problems to ensure reliable system performance and user experience.
- Change Delivery & Release Management: Deliver system changes and enhancements through the full change lifecycle, including testing, deployment and documentation.
- User Support & Training: Support business users by providing guidance, training materials and clear communication on system changes and functionality.
- Data Quality & System Governance: Maintain high standards of data quality, system integrity and compliance with configuration standards and governance processes.