At a Glance
- Tasks: Support and enhance the Tessitura CRM platform for seamless visitor experiences.
- Company: Join ZSL, a leader in science-led conservation with a passionate team.
- Benefits: Flexible working, generous pension, 25 days leave, and wellbeing initiatives.
- Other info: Inclusive workplace committed to diversity and continuous improvement.
- Why this job: Make a real impact on wildlife conservation while developing your technical skills.
- Qualifications: Hands-on experience with Tessitura CRM and strong problem-solving abilities.
The predicted salary is between 60000 - 70000 £ per year.
We're looking for an experienced System Support Analyst with hands‑on Tessitura CRM and ticketing experience to play a key role in the day‑to‑day support, configuration, maintenance and continuous improvement of ZSL's Tessitura platform. Working closely with the Tessitura Systems Manager, you'll ensure the platform operates reliably and efficiently by delivering system configuration, troubleshooting technical and data issues, supporting system releases, and maintaining high standards of data quality and governance.
As a trusted systems expert, you'll work collaboratively across Marketing, Membership, Fundraising, Visitor Operations and Digital Platforms, providing technical support and delivering system enhancements that enable seamless visitor and supporter experiences while supporting ZSL's commercial and fundraising objectives.
We're looking for a detail‑oriented, analytical problem solver who combines strong technical capability with excellent stakeholder management and communication skills. You'll have experience supporting and configuring Tessitura, a good understanding of ticketing, CRM, membership or fundraising operations, and a proactive approach to continuous improvement, system optimisation and delivering high‑quality change. If you're passionate about improving business systems, data integrity and user experience, we'd love to hear from you.
Key responsibilities- System Configuration & Platform Management: Configure, maintain and support ticketing products, memberships, campaigns, pricing and business rules to meet operational requirements.
- System Support & Issue Resolution: Provide day‑to‑day system support, investigate issues and resolve problems to ensure reliable system performance and user experience.
- Change Delivery & Release Management: Deliver system changes and enhancements through the full change lifecycle, including testing, deployment and documentation.
- User Support & Training: Support business users by providing guidance, training materials and clear communication on system changes and functionality.
- Data Quality & System Governance: Maintain high standards of data quality, system integrity and compliance with configuration standards and governance processes.
- Hands‑on Tessitura CRM and ticketing experience.
- Proven ability to investigate, troubleshoot and resolve system and data issues.
- Strong analytical skills and attention to detail, with a focus on data quality and accuracy.
- Ability to explain technical concepts clearly and provide effective support to non‑technical users.
- Strong organisational skills, with the ability to manage multiple priorities and deliver work to agreed deadlines.
- Understanding of ticketing, membership or fundraising processes, together with data governance and GDPR principles.
- A collaborative and proactive approach, with a commitment to continuous improvement and delivering excellent stakeholder support.
This role is subject to standard pre‑employment checks, including confirmation of your right to work in the UK. Visa sponsorship is not available for this position.
ZSL recognises that conservation is one of the least diverse sectors, and we actively encourage applications from candidates who identify as part of underrepresented communities. We are committed to building a supportive and inclusive workplace where everyone can thrive and celebrate the value of having a team of employees with diverse skills, experiences, and heritage.
What do we offer?- Our vision and purpose: you’ll work alongside colleagues who are passionate about science‑led conservation, knowing that you will help us to inspire, inform and empower people to stop wildlife going extinct.
- Pension scheme: we offer a generous pension scheme with up to 12% contributory pension.
- Flexible working: talk to us about your flexible working requirements and we will do everything we can to make sure you work in a way that suits you.
- Holidays: 25 days annual leave allowance, plus UK bank holidays.
- Wellbeing: access to a blended programme of wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Programme.
- Life assurance: eligible employees will be enrolled in ZSL’s life assurance scheme from their first day.
- Complimentary tickets: annual allocation of Whipsnade Zoo and London Zoo tickets, with a 30% discount in online and retail shops.
- Family friendly policies: we offer enhanced maternity, paternity, and adoption packages.
Systems Support Analyst (CRM & Ticketing) employer: Zoological Society of London (ZSL)
ZSL is an exceptional employer, offering a unique opportunity to work at the iconic London Zoo while contributing to vital conservation efforts. With a strong focus on employee wellbeing, generous benefits including a pension scheme and flexible working options, and a commitment to diversity and inclusion, ZSL fosters a supportive and collaborative work culture that empowers staff to thrive and grow in their roles.
Contact Details:
Zoological Society of London (ZSL) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Systems Support Analyst (CRM & Ticketing)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zoological Society of London (ZSL). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zoological Society of London (ZSL) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Systems Support Analyst (CRM & Ticketing)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zoological Society of London (ZSL):Your cover letter is your chance to shine! Tell us why you want to work at Zoological Society of London (ZSL) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zoological Society of London (ZSL)!
How to prepare for a job interview at Zoological Society of London (ZSL)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
