Ticketing & Retail Operations Analyst (Data & Performance)

Tfgm; Manchester; On-site; GBP 43,000 - 48,000; Full time

Benefits offered by this job

Generous annual leave starting 28 days

Free travel on buses and rail/Metrolnk

Local Government pension scheme

Enhanced family-friendly leave and гиб

Wellbeing and development benefits

Job summary

Transport for Greater Manchester (TfGM) is seeking two proactive and analytical individuals to join the Ticketing team as a Ticketing and Retail Operations Analyst in Manchester. You will investigate incidents, provide second-line support, and develop reports and dashboards to drive informed decisions.

You will analyse ticketing, retail and payment data, monitor assets, and contribute to new products and processes while delivering excellent customer experiences in a permanent role.

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 with internal teams and third-party suppliers.
• Provide expert second-line support to Customer Services and operations.
• Develop, maintain and deliver operational reports, dashboards and analytics.
• Analyse ticketing, retail and payment data to identify trends and improvements.
• Support management and monitoring of ticketing assets and infrastructure.
• Identify and implement improvements to business processes to enhance customer experience.
• Develop process documentation, knowledge articles and training materials.
• Contribute to the delivery and embedding of new ticketing products and processes.

Tools

Excel

Tableau

Power BI

Google Analytics

SQL

Job description

Transport for Greater Manchester (TfGM) is seeking two proactive and analytical individuals to join the Ticketing team as a Ticketing and Retail Operations Analyst in Manchester. You will investigate incidents, provide second-line support, and develop reports and dashboards to drive informed decisions.

You will analyse ticketing, retail and payment data, monitor assets, and contribute to new products and processes while delivering excellent customer experiences in a permanent role.