Venues, Venue Application Support Team Analyst

Job Description

WHO ARE YOU?
You are a well-organized team player with experience in managing multiple concurrent projects in hospitality, entertainment, and technology settings. You are detail-oriented and driven. You are energized by a fast-paced workflow, and you have an innate ability to think quickly & critically. You maintain composure and productivity during times of urgency. You recognize opportunities for improvement around you and act on them without being asked to do so. You put forth the extra time & effort required to meet organizational goals within challenging timelines. If you identify with each of these qualities, continue reading below.
THE JOB
The Venue Applications Support Analyst plays a pivotal role by ensuring technology at our venues functions seamlessly. Whether it be inputting system data or troubleshooting technical issues, the Venue Applications Support Team (VAST) is the go-to resource for thousands of end-user operators throughout our amphitheaters, clubs, and theatres. Point-of-Sale (PoS) applications support is the focus of the role, although VAST supports a variety of systems including: CCTV, Digital Signage, Time & Attendance, and more. The majority of support is provided remotely, but onsite venue engagements throughout the US are common. Given that our events are crucial revenue-earning opportunities-and often occur after conventional business hours-VAST Analysts provide on-call support on a rotating basis, often ''saving the day'' when IT issues arise during a show.
WHAT THIS ROLE WILL DO
• Input PoS data: menu items, prices, discounts, employee credentials, venue layouts, etc.
• Adhere to strict standards for maintaining system data integrity
• Diagnose device malfunctions including: software, hardware, and peripheral accessories
• Author end-user guides to improve understanding & usability of the system for operators
• Test new versions of software frequently and thoroughly
• Document frequency of issues and escalate systemic problems accordingly
• Establish processes for completing support tasks with improved accuracy and timeliness
• Lead on-call helpdesk hotline during peak support times
• Provide exceptional customer service to users with varying technical aptitude
• Travel to venues for software implementations and support
WHAT THIS PERSON WILL BRING
• Minimum 1-year experience supporting PoS systems (preferably Appetize and/or Micros)
• Exceptional attention to detail for identifying patterns and curating obscure system data
• Intermediate knowledge of Microsoft Excel, including use of formulas and pivot tables
• Experience with food and beverage business operations, ideally multi-location enterprises
• Diligence in troubleshooting complex problems with little information to reach resolution
• Ability to reprioritize tasks rapidly without missing deadlines in an ever-changing business
• Identify risk of missing deadlines and collaboratively exchange tasks with teammates
• Outstanding customer service etiquette through written and verbal communications
• Positive, driven attitude; focus on opportunity in difficulty-not difficulty in an opportunity
• Basic familiarity with Accounting practices (can balance finances/inventory, etc.)
• Degree/Certificate relevant to technology from accredited university will help; not required
• Willingness to travel up to 30%, possibly more during peak season (March – October)
BENEFITS & PERKS
Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:
HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
WEALTH: 401(k) program with company match, stock reimbursement program
FAMILY: New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy support
CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
OTHERS: Volunteer time off, crowdfunding match
EQUAL EMPLOYMENT OPPORTUNITY
We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.
Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

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The expected compensation for this position is:
$56,000.00 USD - $71,000.00 USD
** Pay is based on a number of factors including market location, qualifications, skills, and experience.

Jobcode: Reference SBJ-z3o54n-216-73-216-43-42 in your application.