Ticketing Administrator

January 3 2019
Industries Public administration
Categories Project Management, Business Analysis, Information Technology, IT, Consulting - Business analyst, Programming - Development, Analyst, Project management, Product management, System administrator, Business analysis
Niagara Falls, ON

Under the general supervision of the Senior Manager, Visitor Experience and within established policies, procedures and guidelines, the Ticketing Administrator will manage and lead changes and developments to the ticketing operations. The successful applicant will be responsible for set up, pricing, configuration, testing and troubleshooting of ticketing products and providing general support to the user group.

Niagara Parks offers a salary of $59,173 to $71,242 per annum as well as a comprehensive benefit and pension plan.

A successful Police Information Check is required for the selected candidate.

Applications for this position will be accepted until January 18, 2019.


Niagara Parks is one of the largest employers in the Niagara Region, with over 1,700 full time and seasonal employees. Our team is comprised of energetic and friendly staff who provide guests from around the world with exceptional quality service. Niagara Parks is committed to attracting and retaining a highly professional, motivated, engaged and inclusive workforce within a culture of teamwork, mutual respect and trust. This is achieved by
aligning the right people with the right skills in the right places to promote continuous improvement and excellence. Our corporate vision is to be an innovative example of sustainability as the environmental and cultural stewards of the Niagara River Corridor; a welcoming, accessible and inspiring place offering world class natural, historical and authentic experiences; a source of national pride and identity; and one of the most spectacular parks in the world.


  • Completion of a College and/or University Degree in Business Analysis and/or Information Technology or a related discipline.
  • Project Management Certification and an Ecommerce Associate Certificate or equivalent is an asset.
  • Effective oral and written communication skills including effective presentation skills, good organizational and planning skills.
  • Professionalism with ability to act with tact, diplomacy and confidentiality.
  • Current experience with ticketing as it relates to the attractions, travel and tourism industry.
  • Experience with ticketing solutions (specifically accesso Ticketing System) is considered to be an asset. Experience in ecommerce, online ticketing, online stores and ticket sales.
  • Experience in ticket configuration, pricing and ticket roll-outs.
  • Experience in SQL SSRS to produce ticketing reports.
  • Advanced skills in Microsoft Office.


  • Strategic and Operational: ability to think strategically and work operationally with staff.
  • Business Requirement Analysis: ability to capture and analyze business requirements.
  • Critical Thinking Skills: ability to think critically and troubleshoot processes.
  • Guest Focused: be service oriented and guest focused.
  • Solutions Orientated: ability to think through new business relationships and ticketing offerings and develop business processes to accommodate.
  • Communicator: highly developed oral/presentation and written communication skills to articulate (e-mail, presentations, etc.) new and changing processes to management and different business units.
  • Facilitation Skills: ability to facilitate and lead ticketing configuration releases, being mindful of upstream/downstream impact to processes.
  • Analytical: strong analytical skills to examine processes and suggest solutions as well as the ability to analyze data for troubleshooting purposes.


Act as a subject matter expert on Niagara Parks technologies as they relate to business development and the impact to overall guest experience. Develop plans and recommendations on how the guest experience can be improved by leveraging technologies (including upgrades), through product development and through pricing and various ticketing products. Consults with supervisor as required.

Primary contact for new ticketing ideas, sales offers, issues, and problem resolution related to ticketing processes. Consult with ticketing stakeholders and validate business requirements.

  • Manage the administration of the accesso ticketing system including ticketing configuration (departments, categories, items (DCI)), user review, user creation, permissions, access controls, dynamic pricing, modifier configuration, BOCA Ticket development, receipt printing, confirmation (and other) developed letters, etc.
  • In coordination with IT, create procurement requests for hardware (scanners, POS, receipt printers, BOCA printers, etc.) that are in alignment with budget commitments.
  • Coordinate with IT the setup and configuration of equipment for IT deployment.
  • Conduct cost / benefit analysis for new ticketing initiatives.
  • Work with Business Development / Operations / Finance / Marketing / Group Sales / IT for new or changing ticketing products. Rationalize existing tickets annually with stakeholders to purge tickets no longer required.
  • Create and modify items/products using the accesso test system.
  • Prepare testing data and lead testing of new ticketing in accesso system prior to implementation.
  • Communicate ticketing changes/processes and information, as required to ticketing stakeholders.
  • Ensure adherence to ticketing Rates & Fees Schedule approved by The Commission and work with cross functional team to implement changes.
  • Participate in training opportunities to update knowledge of changing accesso product features, and the accesso Roadmap.
  • Conduct reviews of existing items to suggest changes and efficiencies to the product mix.
  • Creates and maintains documentation (manuals) for the purposes of training and configuration.
  • Maintains information on hardware deployments and an inventory of sites using ticketing software.
  • Produces required media through the accesso system to support consignment sales.
  • Liaises with Supervisor and other subject matter experts to develop various reporting tools for business analysis.


  • Work with business units to plan for future ticketing requirements, licensing, hardware (POS, BOCA printers, receipt printers, scanners, scan card media, etc.) in preparation for budget planning.
  • As assigned.
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