Tessitura Manager

Cooper Hewitt, Smithsonian Design Museum, 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, education, special events and web departments. The role reports to the Director of Digital and Emerging Media 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. • Train staff and serve as central point of contact for reporting and provides guidance on generating business insights from Tessitura and related data. • Train Staff and 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. • Work closely with developers to produce web and mobile Tessitura pages and troubleshoot existing site • Manage existing Tessitura servers to include: Live and Test environment, SQL instance, credit card server, and reporting server • 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 Smithsonian internal tracking system to Tessitura (Raiser’s Edge no longer relevant) • Manage RAMP (Remote Access Managed Plan) migration and implementation of custom reporting • Advice and Manage Tessitura integrations to include e-marketing tool, wealth screening tool, and check-in tool. • 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 Tessitura or other equivalent fundraising systems. • Ability to train users • Prior experience working with arts administration or museum is a plus SALARY: Highly Competitive

EXCEPTIONAL BENEFITS: TIAA-CREF (Defined Contributions – 12 percent) Life Insurance (including Optional Life Insurance) Voluntary Accidental Death & Dismemberment Insurance Long Term Disability Health Insurance (Blue Cross Blue Shield) Dental (Delta Dental) Vision (Vision Services) Flexible Spending Accounts Free Transit/Commuter Benefits (up to $3,060 paid per year) Annual Leave (13 days) Sick Leave (13 days) Federal Holidays (10 days) Family Friendly Leave Family Friendly Workplace Historic and landmark offices/library and garden (New York) Design Library Curatorial Talks and Tours (Cooper Hewitt) 92Y Fitness Center Employee Assistance Program Smithsonian Network Tarallucci e Vino Museum Cafe (employee discount) Museum Shop (employee discount) Free Admission to most NYC museums and galleries Other Employee Discounts

Application Instructions / Public Contact Information

Please submit cover letter and resume/curriculum vitae (CV) addressing the qualification requirements to HRtessitura@si.edu. Open until filled