Ticketing Operations & Analytics Analyst

TfGM Greater Manchester (Piccadilly Place); Manchester; Hybrid; GBP 43,000 - 48,000; Full time

Benefits offered by this job

Generous annual leave

Free travel on buses across Greater Mc

Local Government pension scheme

Job summary

Transport for Greater Manchester (TfGM) is recruiting two proactive and analytical individuals to join our Ticketing team as a Ticketing and Retail Operations Analyst. You will provide second-line support for ticketing operations, develop reports and dashboards, and analyse performance data to improve customer journeys across Greater Manchester.

This is a permanent role with a salary of £43,335 – £48,087 per annum, plus generous benefits and flexible/hybrid working arrangements.

Qualifications

• Experience supporting customer-facing systems and services.
• Experience developing and administering operational business processes.
• Experience producing reports and analysing operational performance data.
• Experience providing second-line support and incident resolution.
• Strong Excel skills for data manipulation, analysis and reporting.
• Experience working under pressure and managing competing priorities.
• Knowledge of information security, PCI DSS and GDPR requirements.
• Experience using reporting and analytics tools such as Tableau, Power BI, Google Analytics or SQL.

Responsibilities

• Investigate and support the resolution of ticketing system incidents, working with internal teams and third-party suppliers to maintain high service standards.
• Provide expert second-line support to Customer Services and operational teams.
• Develop, maintain and deliver operational reports, dashboards and analytics that drive informed decision‑making.
• Analyse ticketing, retail and payment data to identify trends, issues and opportunities for improvement.
• Support the management and monitoring of ticketing assets and infrastructure to maximise availability and performance.
• Identify and implement improvements to business processes that enhance customer experience and operational efficiency.
• Develop process documentation, knowledge articles and training materials to support users across the organisation.
• Contribute to the successful delivery and embedding of new ticketing products, services and processes.

Skills

Customer-facing systems

Operational processes

Reporting & analytics

Second-line support

Excel

Working under pressure

Information security PCI/DSS GDPR

BI tools

Tools

Tableau

Power BI

Google Analytics

SQL

Job description

Transport for Greater Manchester (TfGM) is recruiting two proactive and analytical individuals to join our Ticketing team as a Ticketing and Retail Operations Analyst. You will provide second-line support for ticketing operations, develop reports and dashboards, and analyse performance data to improve customer journeys across Greater Manchester.

This is a permanent role with a salary of £43,335 – £48,087 per annum, plus generous benefits and flexible/hybrid working arrangements.