Job Summary: Location: Manchester, UK Division: Ticketmaster Fan Support Line Manager: Head of Knowledge Contract Terms: Full Time, Permanent THE TEAM At Ticketmaster Fans come first. We care passionately about our fan’s interaction with our sales and service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. We support and guide fans by delivering exceptional service because live only happens once. THE JOB Reporting to the Manager of Knowledge Management, the Analyst of the Knowledge Management team will be part of the Fan Experience teams. This role will play an integral part in our long-term objectives to deliver a best-in-class experience for our fans. The role will be to implement improvements in the Knowledge management tool in line with the Knowledge management strategy. Collaborating with the Knowledge support team members and partnering with the Manager and Head Of to ensure our agents have the right processes, guidance, and supporting documentation to drive the best outcomes for our fans. Analyst will manage, create, and publish knowledge content in line with the Knowledge Management principles. Will obtain and evaluate information both internally and externally, identifying areas of improvement and opportunities to ensure ongoing knowledge is maintained, as well as identifying and recommending opportunities for agent success. WHAT YOU WILL BE DOING + This role will require supporting the Knowledge Management team to ensure agent success with written documentation of processes and procedures. + Create and publish content in line with strategic plans, including periodic reviews. + Ensure knowledge content is relevant, maintained & aligned following the knowledge framework. + Seek and Assess feedback on the effectiveness of all knowledge content to foster improvement ideas that are aligned with agent and fan success. + Work across multi-lines of business to ensure high standard of capabilities enabling subject matter expertise across Fan Experience, Ticketmaster. + Act as an ambassador for knowledge management across the business. + Supporting the Agent Experience and the Knowledge Management strategy, including the design and delivery for the full end to end Lifecyle across: + Knowledge environment - Ensure all Knowledge content is well organized and easily accessible. + Knowledge Framework – Ensure all Knowledge content is effective, accurate, and legible. + Knowledge Interventions + Knowledge Improvement Ideas WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) + Strong written and verbal communication skills. + Strong attention to detail. + A strong understanding of the ticketing and live entertainment industries that we operate in. + Experience with Microsoft Word and Excel. + Experience with Smartsheet is a plus. + You will need to have a comprehensive understanding in all contact centre tools and support models with a proven track record. YOU (BEHAVIOURAL SKILLS) + Organised and efficient, pro-active attitude + Has strong communication skills + Able to adapt to constantly changing challenges in a fast-paced environment + Resourceful, self-disciplined and driven + Team player LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. Our work is guided by our values: Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive EQUAL OPPORTUNITIES We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. #LI-JCK #LI-Hybrid