Overture Job Values ______________________________________________________________

Overture Center for the Arts is committed to engaging the community in the arts and provides extraordinary experiences for everyone who shares in this remarkable community asset. Every member of the Overture team will maintain the highest standards of quality and customer service in every action, performing in an environment of proactive team effort, outstanding customer service, active brand advancement and passion for mission fulfillment
Job Summary____________________________________________________________________
This position functions as a member of the Overture Center Marketing, Communications & Ticketing team. As part of this team, the Database Operations Specialist ensures successful outcomes for Overture and its Resident Organization consortium members who are utilizing a single MSSQL database and CRM (Tessitura) to provide the best customer service experiences for donors and patrons. This position will work as a main point of contact between Overture, Tessitura (CRM software), and related staff, consultants, and contractors. The Database Operations Specialist aids the Director of Data & Analytics in data stewardship, data integrity, and data analysis for Overture Center for the Arts. The Database Operations Specialist operates as an advocate across departments to maintain and monitor standardization for data entry, verifying the accuracy of system data, user setup, and account configuration and monitoring the resolution of data faults and errors. The Database Operations Specialist will work closely with Tessitura Network support staff and community members to maintain awareness of industry trends and standards and advise organizational changes and enhancements to improve operations for Overture Center and its Resident Organizations.

Roles & Responsibilities_____________________________________________________________

Data Reporting & Analysis:

• Support ad hoc reporting for projects, goals, and inquiries
• Support generation of lists and reports as requested by other departments and resident organizations
• Ensure cross-departmental data needs are supported on a consistent and reliable basis
• Troubleshoot data and reporting errors and inaccuracies
• Present data in a meaningful and understandable way for users of varying skill levels

Data Governance:

• Assure compliance with regulatory standards, PCI compliance, and software licensing
• Maintain and monitor standardization for data entry, system data accuracy, and the resolution of data faults, errors, and inconsistencies
• Perform regular data maintenance – duplicate identification and merging, NCOA address updates, email contact information
• Support the accurate collection and analysis of data from across the organization
• Proactively monitor Tessitura data and system use. Includes reviewing, collaborating, and evaluating the impact of changes to the software with process changes and/or new releases
• Facilitate organizational training programs for new hires and existing employees
• Stay engaged with the Tessitura Network community to learn and implement best practices through Community Groups, annual conferences, and training opportunities

Technical Support:

• Triage support issues and determine the appropriate actions for resolution or escalation and ensure quality results
• Manage user permissions, control groups, new user setup, user access, and other security functions.
• Research, plan, manage, and troubleshoot Tessitura upgrades, including leading planning for use of new features, creating testing plans, and staff training as necessary
• Assist with third-party integrations with the Tessitura environment as needed (WordFly, Live Analytics, Wealth Engine, etc.)
• Maintain and update customizations in the Tessitura environment
• Monitor business processes that effectively and efficiently utilize the systems
• Maintain standard operating procedures for database functions
• Provide back-end support to Ticketing operations as needed

• Embrace and participate in the advancement of the JEDI (justice, equity, diversity, and inclusion) mission and vision for the organization.
• Perform all other tasks as assigned.

To successfully perform this job, the individual must be able to perform each essential job function satisfactorily. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

.

Qualifications____________________________________________________________________
The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education & Experience:

• 1-2 years of experience working in a CRM database, including data configuration and data hygiene.
• Knowledge of Tessitura software strongly preferred.

Knowledge, Skills, & Abilities:

• Strong analytical problem-solving and critical-thinking skills
• Strong interpersonal skills are required to support agency-wide personnel and end users of varying skill and experience levels
• Ability to work independently and make decisions in the best interest of the organization regarding data management and security
• Ability to develop and present information clearly, concisely, and accurately
• Effective communication and presentation skills in critical situations, both orally and in writing
• Demonstrated ability to work collaboratively across multi-functional teams working towards a common goal
• Working knowledge of trends in data systems and analysis and the experience to identify and advocate for new processes and procedures

Working Conditions

The requirements and conditions described below are representative of the general environment the employee is exposed to daily while performing this job.

• Primarily perform work in an office environment.
• Ability to work in front of a computer monitor for extended periods.
• Frequently move around the building and access/use computers, office equipment, telephones, and any other pertinent supplies, space, or equipment used to perform the position’s duties.
• Work with frequent interruption.
• Lift and/or move up to 10 pounds and occasionally up to 20 pounds.
• Travel occasionally to resident organizations and Tessitura events and conferences for events, meetings, trainings, and networking opportunities, etc.
• Ability to sit or stand for up to 8 hours per day.
• Must be able to operate a computer and telephone.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Overture Center for the Arts is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.