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Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended. A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position. Applications will only be accepted through the University of Michigan jobs website at

Job Summary

We are seeking a Business Systems Analyst for our CRM database, Tessitura. Widely used by arts organizations across the country, as well as in the UK, Canada, and Australia, Tessitura is a comprehensive system that tracks ticket sales and donations for arts organizations. UMS has used Tessitura for 10 years and is an active user of additional software options that were developed for use with Tessitura, creating a truly integrated system. This challenging opportunity is perfect for someone who enjoys finding creative solutions to pressing business problems, a process improver who enjoys learning new skills, a visionary who loves to think about big picture solutions.

The Business System Analyst is the primary person responsible for facilitating the development, implementation and support of the Tessitura CRM/Ticketing System and its associated applications across all UMS functions and providing back-up assistance to the UMS Information Systems Manager. They will also be involved in new IT project implementation and support. This position reports to the Information Systems Manager, works directly with the Chief Financial Officer, and is part of a four-person finance/administration and information technology team.

Application Management & Reporting – 70%

UMS currently uses Tessitura v.15.1 Customer Relationship Management system. Tessitura is a Microsoft based CRM using MS Servers and Database to run the system. As part of its relationship with Tessitura, UMS also uses the following Tessitura products and partner products: TNEW, Revenue Management Application, N-Scan, Segmentation Engine, Tessitura Analytics, Donate 2 and the Prospect2 email system

  • Provide general database and application oversight and maintenance for the Tessitura CRM software; set up financial structure and Education and Development processes.
  • Work with Patron Services team and Director of Digital Media to support and maximize online sales, including print-at-home ticket design and website integration. Serve as clearinghouse for all TNEW-related content and setup.
  • Training: Provide end users with training on new and expanded functionality; train new users on effective use of the system and UMS-specific policies and procedures for consistent use. Maintain updated test system to provide environment for training.
  • Reporting: assist staff across the organization with developing reports that meet business and operational requirements, including custom workflows. Develop KPI dashboards and support end users in data analysis through Tessitura Analytics package.
  • Produce specialized data output requests using SQL queries/procedures and customized SSRS reports where necessary.
  • Data management: Develop, oversee, and execute data structure and standards, including regular cleanup of duplicate records, standardizing records, data appends, contact import, and integration with U-M donor and alumni database (DART). Assist departments with specific needs, such as donor and subscriber analysis and tracking.
  • Provide support to Marketing, Patron Services, Development, and Education & Community Engagement teams for Tessitura-related and integrated applications such as Revenue Management Application, N-Scan, Segmentation Engine, and Prospect2; serve as thought partner for how to maximize tools to support UMS business objectives.
  • Create, manage, and maintain Tessitura and TNEW documentation, including UMSspecific data, setup, and other policies.
  • Work with Information Systems Manager to implement upgrades, data conversion, and secure access to the system; explore new system functionality.
  • Meet regularly with each UMS department to ensure organization-wide continuity and adoption of the system for all CRM needs; assist with report development and analysis as needed.
  • Stay active within the larger Tessitura community; stay current on new features, opportunities, and trends, and share knowledge.
  • Troubleshoot problems that arise internally or externally.
  • Provide assistance for UMS clients (U-M School of Music, Theatre & Dance and Ann Arbor Summer Festival) as needed (reporting, stylizing for online sales); service client relationships and monitor system use.

IT Project Support – 20%

  • Research and investigate feasibility of new applications and systems for UMS as directed
  • Take lead on implementation of new systems with assistance from Information Systems Manager.
  • Create and provide documentation for staff on new systems and provide staff training.
  • Coordinate with U-M ITS to implement new or updated U-M owned systems/programs.

General IT Systems and Office Support – 10%

  • Work with the Information Systems Manager to provide back-up support for UMS computer hardware, software, and network; provide on-call help as needed for website, ticketing, and other IT and office functions.
  • Comply in all efforts with up-to-date PCI Compliance (credit card security); complete PCI certification process and update UMS policies on an annual basis.

Who We Are

Housed on the campus of the University of Michigan in Ann Arbor, UMS is one of the oldest performing arts presenters in the country, committed to connecting audiences with performing artists from around the world in uncommon and engaging experiences. With a program steeped in music, dance, and theater, UMS contributes to a vibrant cultural community by presenting approximately 60-75 performances and over 100 free educational activities each season. UMS also commissions new work, sponsors artist residencies, and organizes collaborative projects with local, national, and international partners.

UMS was selected as one of the 2014 recipients of the National Medal of Arts, the nation’s highest public artistic honor. For more information on UMS visit

UMS values a culture of diversity, equity, and inclusion. We are committed to the development of staff who thrive and contribute to a positive and inclusive environment.

Required Qualifications*

  • Bachelor’s degree in Computer Science or a related field, or equivalent experience
  • CRM software experience
  • Data mining with SQL querying language and experience in navigating relational databases to extract data
  • Proven experience with SQL or reporting tools, database management systems, scripting, or automating processes
  • Microsoft SSRS report creation experience
  • Experience documenting processes, proposals, work aids, project plans, data dictionaries
  • Highly adept at problem solving using experience and solid analytical problem solving skills.
  • Strong technical, analytical, and communication skills, including a demonstrated ability to proactively collaborate with colleagues and partners

Desired Qualifications*

  • Tessitura software experience
  • Previous experience working at a non-profit arts organization and understanding of nonprofit business model
  • Experience preparing for and providing demonstrations and documentation to users for enterprise applications.
  • Understanding of basic finance principles

Work Schedule

Your work schedule will be 8-5 pm, Monday - Friday. Occasional evening or weekend work is required to test, upgrade or maintain services during off-hours.

Work Locations

This position is located at the Burton Memorial Tower, 881 N University Ave.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.