Tessitura Manager [Cooper Hewitt]

Cooper Hewitt seeks a Tessitura Manager responsible for ensuring that the Cooper Hewitt makes the best possible use of Tessitura, our comprehensive ticketing and CRM system for the museum. Works closely with visitor experience, membership, development, marketing, and web departments. The role reports to the Head of IT, and is the museum’s product owner for Tessitura, independently managing the underlying infrastructure and provides end user support for users.MAJOR DUTIES:

Serve as primary point of contact and expert resource for all issues related to the Tessitura system. In concert with appropriate staff, develop and document Tessitura-related policies and procedures, including but not limited to, data entry and retrieval, data accuracy and integrity, usage standards and best practices, naming conventions, code standards, test procedures, documentation requirements, system and database backup integrity, periodic system upgrades, and troubleshooting.

Serve as central point of contact for reporting and provides guidance on generating business insights from Tessitura and related data.

Manage the generation of timely and accurate lists, including, but not limited to, single ticket, subscription, groups, donor data, and other information as requested by Cooper- Hewitt staff.

This includes being responsible for Tessitura extractions, Infomaker reports, database cleanup, T-STATS reports, and Microsoft SQL database administration tasks including stored procedures, custom views, queries, Reporting Services, and other reporting, data analysis, data management, and business intelligence tools.

Analyze and evaluate needs of constituent users, solicit enhancements for system functionality and reporting. Formulate and define scope, objectives, and priorities of system, projects, workflow, and allocation of resources. Develop and implement system changes and upgrades. In concert with appropriate staff, help to determine employee technology training needs, and develop appropriate materials and classes.

Oversee, manage and implement all aspects of Tessitura system security, including, but not limited to, required confidentiality documentation and procedures, user and group profiles within Tessitura, and, working with Finance Department, ensuring compliance with credit card processing requirements.

Coordinates maintenance, backup, system and performance tuning, and updating of the Tessitura software, database, and hardware. Identify performance gaps and emerging opportunities; address user needs and issues.

Manages front-of-house point of sale hardware, including ticketing terminals.

Respond in a timely and appropriate manner to user requests.

Serve as an Information Systems resource to help provide user support in coordination assisting with problem diagnosis, maintenance and repair coordination, and general software support.

Interface with New Media Department to manage online sales capacity.

Manage conversion of Development database from Raiser Edge to Tessitura and a separate Smithsonian internal tracking system.

Assists with the day-to-day management of Museum Information Technology, supporting the Information Technology Manager with all workplace computer and printer issues.

QUALIFICATION REQUIREMENTS:

B.A./B.S. in Computer Science or significant equivalent system/database administration experience with SQL-based enterprise systems.

3-5 years experience managing and administrating Tessitura for an arts organization

Proven experience in using reporting tools such as Microsoft SSRS, T-Stats, advanced Excel reports and/or web-based tools such as Chartio or Tableau

Ability to translate complex technical concepts to non-technical users.

Ability to work independently and to work collaboratively with various teams

Knowledge and experience with Raiser’s Edge or other equivalent fundraising systems

Prior experience working with arts administration or museum is a plus

SALARY: Highly Competitive

COMPREHENSIVE BENEFITS:

TIAA-CREF: Earn up to 12% free contributions once eligible

Pre-Tax Annuity (Tax Deferred):Contribute pre-tax earnings

FREE Life Insurance

Health Insurance (Carefirst-Blue Cross Blue Shield)

Dental & Vision Insurance

Flexible Spending Accounts

FREE Commuter Benefits (up to $130 per month free computer costs paid for)

Commuter Bicycle Reimbursement Program

Annual Leave

Sick Leave

10 Federal Holidays (Paid time off)

Family Friendly Leave

Family Friendly Workplace

Telework

Historic and landmark museum, offices and garden

FREE 92Y Fitness Center

Amazing Employee Discounts

FREE Entrance to Museums and Galleries (New York)

National Design Library

FREE Employee Assistance Program/Counseling

FREE Health Screenings

FREE Flu Vaccine (onsite)

Please submit cover letter and resume (addressing qualification requirements) to HRTessitura@si.edu