Systems Support Analyst (CRM & Ticketing) in London

Purpose of the role

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.

About You

• 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.

About Us

We’re ZSL, an international conservation charity. Through our unrivalled animal experts in our two zoos (London Zoo and Whipsnade Zoo), the work of our pioneering scientists, our dedicated conservationists, our purpose is to inspire, inform and empower people to stop wild animals going extinct. Our vision is a world where wildlife thrives and we’re working every day to achieve this. From investigating the health threats facing animals, to helping people and wildlife live alongside each other, we are committed to bringing wildlife back from the brink of extinction.

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.