Application Analyst, ATG Entertainment, Alexander House, Church Path in Woking

ATG Entertainment is proud to stand at the forefront of the live entertainment industry. Our expertise and capabilities enable producers and other creatives to bring their visions to life and create unforgettable performances for audiences, presented in our landmark venues and delivered with exceptional hospitality.

We own, operate or programme some of the world’s most iconic venues; ATG Entertainment manages over 70 venues across Britain, the US, Germany, and Spain. We are the world leader in theatre ticketing; we process more than 18 million tickets every year for hit musicals, acclaimed plays, concerts, comedy shows and a variety of other live events across the UK, US, and Germany.

Our values: In everything we do, we strive to be Ambitious, Collaborative, Passionate and Smart. We are ambitious and seek to exceed people’s expectations. We are collaborative and help each other to reach our goals. We are passionate about our work, our business, and our industry. We are smart in our quest for simple, efficient, and innovative solutions.

Corporate Social Responsibility: our priorities include:

• Next Generations: introducing tomorrow’s audiences to the pleasures of live entertainment, recruiting, and nurturing the next generation of industry talent.
• Inclusion: improving and promoting diversity, inclusion, and well-being in the workplace.
• Sustainability: helping reduce our impact on the environment by making our business more sustainable.

A Stage for Everyone - Our Inclusion, Diversity, Equity and Access Mission Statement: Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality.

We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.

This is a hybrid role, based at ATG Entertainment, Alexander House, Church Path, Woking, Surrey, GU21 6EJ. You’ll report to the Application Manager and be a member of the Application Support team in Group IT. You’ll work closely with Product Owners, Service Delivery Managers, Project Managers, Architects and Security, as well as managed service providers and software platform vendors to support your role.

This role would suit a Systems Administrator or Helpdesk Analyst looking for a hybrid support & development role. You will possess a strong understanding of IT & IT Services, technical standards and policies, technical and business strategies as well as organisational structure. You will need to maintain an awareness of new and emerging technologies and the infrastructure service offerings and products provided by Group IT.

You will be assigned support tasks from IT ServiceDesk and small change / development tasks from Application Support Kanban board. You will support key retail and marketing applications & systems including but not limited to Monday.com, Kappture ePOS.

You must be a self-starter, open to working in a fast-paced and dynamic environment. You will be comfortable with uncertainty but capable of disciplined prioritisation and focussed IT Operations. You will need to be a good communicator at a variety of employee levels. Experience and an interest in software/low code development is an advantage. Specific experience in live entertainment or sports industry ticketing, and a passion for the arts & creative industries would be an advantage in your application.

Key responsibilities/Deliverables:

• Setting up, configuring and optimising application platforms for customer workflows, working on automations and integrations as part of application development projects.
• Configuration, setup, and support of Monday.com for Marketing Planning & Project Management.
• Configuration, setup, and support of retail systems utilised in ATG venues.
• Maintain, upgrade, and identify opportunities to continuously improve Group IT’s retail system service offering.
• Support managed services requests, including configuration of products, pricing, promotions and terminal layouts.
• Perform initial triage and troubleshooting of reported issues, identifying and diagnosing common hardware, software, and connectivity problems.
• Escalate more complex issues that cannot be resolved at the 1st Line level to the 2nd Line team for further investigation and resolution.
• Administer the set-up of new profiles, create and update access permissions to maintain user accounts for EPOS systems.
• Provide advice and training to users and maintain user guides on EPOS systems.
• Respond to service requests, performing routine maintenance and support activities.
• Document and track the status of enquiries, coordinate appropriate responses and follow up to ensure end user satisfaction.
• Travel occasionally to ATG venues to provide support and preventative maintenance.
• Work closely with peers in IT Service and Operations along with other business departments such as Hospitality and Venue operations.
• Assist the Application Support Specialist in EPOS improvement.