Associate Director, Museum Operations, Ticketing System Admi

Introduction

The Art Institute of Chicago shares its singular collections with our city and the world. We collect, care for, and interpret works of art across time, cultures, geographies, and identities, centering the vision of artists and makers. We recognize that all art is made in a particular context, demanding continual, dynamic reconsideration in the present. We are a place of gathering; we foster the exchange of ideas and inspire an expansive, inclusive understanding of human creativity.

Position Summary

ABOUT THE POSITION

The Associate Director executes day-to-day tasks related to all aspects of the Galaxy ticketing system, including configuration, use, reports, integrations, hardware and software. Part of a collaborative External Affairs Operations team which manages the Museum's revenue systems, the Associate Director assists the Director with coordination and management of relationships with internal stakeholder departments and external third party vendors related to the Galaxy ticketing system, including all admissions programs, events, and third party ticket sales.

RESPONSIBILITIES

• Working under the direction of the Director, the Associate Director carries out daily configuration and maintenance of the Galaxy ticketing system to meet the needs of External Affairs staff in conjunction with institutional priorities.*
• Extracts data from Galaxy using reports deployed in Galaxy or Reporting Services - both routine and on request. Edits existing and develops new reports in Reporting Services by him/herself or in collaboration with other report developers on the team.*
• Creates and edits tickets and data structures related to ticketing, including landing pages, forms, pricing tables, discounts, ticket templates, and reminder/confirmation emails.*
• Assists in fulfilling internal ticket requests, and ticket returns and cancellations as needed.*
• Creates and edits event records in Galaxy and Content Management System on Museum website, including reminder emails and notifications.*
• Assists with the processing of user access requests and activates and deactivates user accounts in Galaxy.*
• Working in collaboration with Central IS and Facilities teams, assists with the configuration and maintenance of Galaxy-related hardware, including credit card terminals, sales station computers, printers, and scanners.*
• Working in collaboration with stakeholder departments, designs and executes testing plans to ensure successful implementation of Galaxy upgrades as well as new initiatives.*
• Configures and maintains Galaxy integrations with other systems, both internal and external. Diagnoses and resolves issues related to integrations, and communications pro-actively with partner stakeholders to alert them of issues.*
• Provides assistance, training, and documentation to users of Galaxy software and hardware as needed.*
• Monitors the client request queue, self-assigning tasks as appropriate, and executes them independently and with the guidance of the Director.
• Assists with maintaining External Affairs Operations intranet site.
• Works outside of business hours when necessary to complete upgrades and resolve problems with minimal disruption to users.
• Serves on administrative committees as appointed.
• Performs related duties and assists the Director with projects as assigned.

Qualifications

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working at a computer; must be able to remain in a stationary position.
• Occasionally moves about inside the office to access office machinery.
• Must be able to pick up and/or move computer equipment over short distances.
• Moves about the museum campus to assist users at their workstations.

QUALIFICATIONS

Experience, Education, and Licensure

• Bachelor's Degree with coursework in Computer Information Technology preferred; demonstrated equivalent considered.
• One year as Database Manager or Systems Administrator.
• Ability to work independently in a deadline-oriented, fast-paced environment required.
• Experience in a service-oriented role and environment. Experience with large attractions preferred.

Language/Communication Skills

• Excellent spoken and written language skills.
• Ability to train others on simple and complex processes.
• Ability to make effective and persuasive presentations to internal and external individuals and groups.
• Excellent interpersonal and relationship building and maintenance skills and ability to function well within multiple teams.
• Strong customer service / client support desire and skills.
• Experience with maintaining ticketing/box office systems (Gateway Galaxy preferred).

Technical Skills

• Ability to work well with staff at all levels.
• Strong analytical and problem-solving skills and strategic planning capabilities to identify potential challenges, evaluate and solve problems, and reduce risks to the organization.
• Experience writing or using SQL-based reports or scripts to extract or manipulate data in production databases and data warehouses (Microsoft SQL Server Management Studio, Raiser's Edge, and Gateway Galaxy preferred).
• Project management skills to coordinate projects across departments and assess organizational needs.
• Ability to update software applications in a networked environment.
• Proficiency in information management and standard tools such as Microsoft Excel and Google Suite.

Benefits

We offer a competitive, comprehensive benefits package:

• 5+ weeks of paid time off
• Paid holidays (up to 14 days)
• Medical, dental, and vision insurance
• Generous parental, caregiver, and medical leave benefits
• Competitive retirement plan (up to 9% matching contribution)
• Tuition remission and Tuition Exchange Program
• Great employee discounts
• Complimentary general admission to participating cultural institutions