BUSINESS SYSTEMS MANAGER
n t r o d u c t i o n
Birmingham Hippodrome is one of the most popular theatres on the national touring circuit, staging a diverse range of world-class touring productions and we are the proud home to Birmingham Royal Ballet, FABRIC, Dance Consortium and OneDanceUK making Birmingham one of the biggest dance hubs outside of London.
We currently reach over half a million people a year through this work and our ambition is to grow and diversify these audiences, ensuring wider access to mainstream theatre for the people of our region.
We are looking for people to join us on this journey at a pivotal time in our evolution; recognising our people and network of talented freelancers and volunteers are core to the growth and success of the organisation.
The future of Birmingham Hippodrome is you.
Our vision and mission state our purpose and who we want to be in the future. Our values are all about who we are, what we believe in and what sits at the very heart of a Hippodrome experience.
Vision
A distinctive, world-class Birmingham cultural scene with the Hippodrome at its heart.
Mission
Providing that “goosebumps” feeling through memorable and extraordinary experiences.
Inspiring
We bring individuals, groups and communities together to share those wonderful ‘goosebumps’ moments: emotive, world-class, cultural experiences that ignite imaginations and inspire future generations.
Progressive
We are ambitious for ourselves, our partners and our city region We aim to be the best at what we do, always looking for new ways to advance, improve and evolve whilst being mindful of our rich and vibrant history.
People Focused
We care deeply for our staff, audiences, volunteers, partners, participants and artists and are dedicated to ensuring that any Hippodrome experience is a positive one Our people are the beating heart of Birmingham Hippodrome.
Inclusive
We provide a safe and inclusive space for expression and creativity, priding ourselves on being collaborative and reflective of our city region. Inclusion is integral to everything that we do and is central to our decision-making.
Sustainable
We take care with our actions, safeguarding the long-term sustainability of Birmingham Hippodrome through our work, environmental responsibilities and business practices
h e J o b
The Job
The Business Systems Manager is responsible for leading on the technical development and administrative support on Tessitura (our company CRM), Artifax, PointOne and other Birmingham Hippodrome business systems.
You will proactively identify business system areas for improvement and introduce innovations, factoring in customer needs, external approaches, data analytics and industry best practices.
You will implement and provide joined-up business intelligence to our senior leadership team and Heads of Department to support decision-making to maximise performance revenue.
The role undertakes projects to push the business forward, delivering business solutions and improvements while administering the existing IT platforms to an excellent standard.
The Business Systems Manager works closely with the IT department providing cross business IT solutions.
Implementation
Work with the Head of Business Systems to evaluate the feasibility of proposed Business System projects
Work with the Ticketing Systems and Data Manager to help with data analysis and extraction within the organisation and encourage stakeholders to utilise all available analytical tools
Be the lead report writer for Tessitura, PointOne and Artifax Business Systems
Drive and assist in the development of colleagues so that business intelligence becomes a part of all decisions within the organisation
Plan and implement effective testing processes and upgrades for key Business Systems
Work with the IT team to plan and implement hardware upgrades relating to Business Systems in line with the hardware life-cycle
Maintain an advanced knowledge of upcoming technology that may be beneficial to the business
Establish and document best practice usage policies and monitor their application
Support
Lead on the management of Business Systems JIRA support desks, providing a high level of customer support and satisfaction
Work with key stakeholders and the Head of Business Systems to know when to escalate support to third-party suppliers
Act as system administrator for Tessitura, PointOne and Artifax and other business systems
As a Business Intelligence (BI) lead within the organisation, develop the data sets and data recording to enable BI to provide regular reporting and updates to key stakeholders
Collaborate with other departments to create Business Intelligence reports, collating data from various data sets across Birmingham Hippodrome to evidence the outcomes achieved through the implementation of the BI model
Supply all levels of business intelligence to colleagues when required to aid business decisions
Produce and update technical and support documentation on all Business System platforms
Perform regular system health checks to ensure uptime is maximised across the Business Systems
Develop and support an ongoing programme of data management for patron records, ensuring compliance with data protection, data privacy, PCI DSS and similar compliance legislation and industry standards
Maintain the running of the company ticketing website by liaising with relevant suppliers, maximising uptime and ensuring a consistent ticketing path is available
Promote and improve CRM security and provide advice on procurements
Where possible and practical, be available to provide support and advice for any CRM system issues
Provide basic IT support and guidance, in conjunction with the IT team, in the absence of the IT Manager
Innovation
Develop, review, monitor and improve the use and understanding of Tessitura, Artifax, PointOne and other business systems across the organisation and continuously develop system processes
Own the Tessitura roadmap and deliver on it’s priorities, working alongside stakeholders to determine what they are
Help with the management of other business system roadmaps
Contribute to a regular systems user group meeting, enabling Business Systems to be developed throughout the business
Represent Birmingham Hippodrome at external events when required including Tessitura training sessions and conferences; maintain an excellent working knowledge of all technical developments in association with other Tessitura sites
Build and maintain positive relationships between the Business Systems team and other departments
Continually develop and integrate technology and applications to support business practises and improve customer service, cost, quality and delivery
Continue to learn about our Business Systems to enhance our internal knowledge and understanding and help provide more informed support
Management
Manage the Business Systems Analyst, support the Business Systems Project Support Officer, Ticketing Systems & Data Manager and other members of the IT Team
Comply with all statutory and Hippodrome requirements in the areas of compliance such as safeguarding, data privacy, health and safety. E-learning training (which must be completed during the first three months of employment) as well as internal courses are provided to ensure you have the relevant knowledge in these areas
Carry out any other reasonable duties as assigned by the Head of Business Systems
h e S p e c
This person specification lists some of the key attributes we’re looking for in the ideal candidate for this role. We understand you may not meet all of the following criteria, however we still would like to hear from you if you feel you can positively contribute to our team. In return you will be given support, encouragement and training to ensure you develop within the role.
CORE (C) The successful candidate will meet the majority of these requirements
DESIRABLE (D) The successful candidate should meet some of these requirements
Education Training and Qualifications
Qualifications in SQL Server 2016 or above (C)
Evidence of continued professional development (D)
Education to degree level or equivalent (D)
Qualifications in Windows Sever 2016 or above (D)
Skills, knowledge and abilities
Excellent IT skills, knowledge of SQL 2016 (C)
Excellent communication skills and the ability to train in non IT language (C)
Excellent understanding of standard administration programs (C)
Experience of Agile working practices (C)
Have an understanding and good knowledge of existing data protection, Data Quality, PCI-DSS and similar compliance legislation and standards (C)
Experience in previous SQL versions (D)
Knowledge of AWS based products, such as S3, Cloudfront, RDS and Lambda (D)
Knowledge of Microsoft Power Apps and Power BI (D)
Experience
Experience in SQL Server and using SSMS (C)
Experience with SQL report-writing tools e g SSRS/Visual Studio (C)
Experience of ASP.net (C)
Working with REST APIs (C)
Experience of administrating CRM, sales or marketing databases (C)
Excellent understanding of standard CRM administration programs (Account and User Group management, permissions and security) (C)
Experience with IT systems administration, management and development (D)
Experience in Tessitura and other components of Tessitura for example T-Stats, RMA, Print at Home, Dashboards and Web API (D)
Experience of Artifax (D)
Personal attributes
Self-motivated team-player with a positive outlook, able to work on own initiative (C)
Personal enthusiasm and drive to improve skills, experience and training (C)
Ability to stay calm under pressure and to solve problems (C)
Excellent communication and interpersonal skills, and the ability to build strong relationships with internal and external stakeholders at all levels (C)
The ability to take initiative, to think ahead, and to solve problems independently with exceptional attention to detail (C)
You relish the opportunity to learn by doing and working together in a fast-paced and demanding environment (C)
The ability to manage short, medium and long term planning simultaneously (C)
Enthusiasm, flexibility and a drive for continuous improvement (C)
Prepared to work to tight and often immovable deadlines (C)
Whilst the role holder is expected to manage their workload within regular office hours, they will be expected to work when required unsociable hours, weekends and evenings (including night work) (C)
An active interest in the cultural sector (D)
This role reports to the Head of Business Systems, within the Business Systems Department. The salary for this role is £33,00 - £37,000 (full time rate) plus lots of staff perks! We offer different ways to work flexibly, so please feel free to contact us as we are open to a discussion about part-time working. This role also benefits from hybrid working.
T h e P e r k s
We are really proud to be able to offer some of the best perks around! We offer a variety of benefits and rewards to our staff - you just need to complete your probationary period first.
Physical
Discounted Gym membership at PureGym and Anytime Fitness.
Critical Health Insurance - a sum equal to your annual salary provided in the event of a diagnosis of a critical health condition which prevents you from working.
Cycle to Work Scheme - we buy the bike and/or accessories at full retail price. The balance is then recovered from a reduction in your gross wage. Through salary sacrifice, you can expect to save a minimum of 25%.
Eye care vouchers though Specsavers which includes an eye test and either a select range single vision spectacles when used for VDU use or a voucher amount towards a more expensive pair.
Free flu jab offered onsite to employees or claimed through expenses.
Corporate health care cash plan through BHSF. The plan offers cash benefits towards everyday health costs such as dentist treatment and out patient care. Employees offered access to this scheme at discounted rates via regular deductions from payroll.
Discounted private medical cover though AXA who provide fast track appointment services.
Financial
Annual organisation wide pay reviews.
Enhanced maternity/paternity/sick pay.
Life assurance - a sum equal to twice the employee’s salary is paid to a beneficiary nominated by the member of staff or next of kin.
Enhanced pension offer if you meet the eligibility criteria, after two years ’ service we will match pension contributions up to 6%.
Personal Development Fund to pay towards the cost of a course/activity that is not job related.
Electric Car Scheme - get a brand new electric car through work as a benefit, paid for through your gross monthly pay, saving on income tax and National Insurance.
Emergency Hardship Loan access to an advance in your salary to support in emergency situations.
Bus and train travel - we purchase the discounted annual travel pass on behalf of the employee then the cost is recouped over normally 12 months via a deduction through payroll.
Discounted car parking - half price parking at the Arcadian car park.
T h e P e r k s
Emotional
Flexible and hybrid working where the role allows and in agreement with your line manager, your work can be carried out in a way that meets both the needs of you and the organisation.
Mental Health First Aiders points of contact for an employee who is experiencing a mental health issue or emotional distress This interaction could range from having an initial conversation through to supporting the person to get appropriate help.
Employee Representatives - these are colleagues who represent a specific department(s) They act on behalf of individuals and collectives of the workforce.
Employee Assistance Programme - an external confidential helpline that can be called for free 24/7 and can offer up to 6 sessions of structured telephone calls/face to face meetings
Inclusion & Anti Racism and Wellbeing working groups made up of employees and volunteers from across the organisation, working on the day to day improvements that needs to take place, truly leading change at Birmingham Hippodrome by presenting new ideas, informing on training, policies and advocacy.
Social
Enhanced annual leave.
Staff ticket offers and discounts - subsidised and/or free tickets to watch a show subject to availability and 50% discount on Hippodrome Programmes, alcohol, soft drinks, hot drinks, ice creams, confectionery and food items.
Green room - a communal space for you to enjoy breaks with your colleagues.
Hippodrome Headliners awards, recognition and celebration for the creative, inspiring, dedicated work of our people nominated by you.
Wellbeing events where you have the space to focus on your wellbeing and get involved in initiatives.
Organisation wide staff events where ideas and information is shared with a chance for a get together with the wider team.
Birmingham Hippodrome is committed to placing inclusion at the heart of all we do, making it central to our decision making. One of the ways in which we can truly achieve this ambition is to better represent our city and region.
We are proud that we reside in one of the most diverse cities in the UK; we value the richness that has and will be brought to our organisation through engaging with and the employment of people of different backgrounds.
Birmingham Hippodrome is committed to ensuring that applicants and employees are treated equally irrespective of race, colour, nationality, ethnic origin, gender, sexual orientation, marital or parental status, age, disability, gender reassignment, political or religious belief, or socio-economic class.
The principles of equal opportunity also apply to the way in which our employees treat visitors, clients, customers and suppliers.
Birmingham Hippodrome is committed to a programme of continuous review and action to ensure that our policies remain effective.
Recognising under-representation in our workforce of Black, Asian and global majority people, and those with disabilities, we particularly welcome applicants from those backgrounds, identities and experiences.
a f e g u a r d i n g
At Birmingham Hippodrome we believe that everyone has the right to live in safety, free from abuse and neglect.
We have a responsibility to do the very best we can to keep children and adults safe, including adults at risk and our own teams, and we are committed to protecting children and adults in all our activities. We will do everything in our power to ensure children and adults who come into contact with Birmingham Hippodrome, in any capacity, are safeguarded; this includes all trustees, staff, volunteers, public and contractors, as well as members of the public.
Safeguarding is central to our values, sitting alongside and within our commitment to place inclusion at the heart of all we do.
