Application Analyst

ATG Entertainment; Woking; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A live entertainment company in Woking is seeking an Applications Analyst to join their team. This hybrid role involves supporting key retail applications, troubleshooting issues, and providing customer service. Candidates should have a strong understanding of IT services, excellent problem-solving skills, and the ability to work in a fast-paced environment. This position offers opportunities for development and collaboration with various stakeholders across the organization.

Qualifications

• Excellent team working skills.
• An analytical approach to identifying issues and solutions.
• Strong problem-solving and communication skills.

Responsibilities

• Setting up and supporting application platforms.
• Perform initial triage and troubleshooting of reported issues.
• Provide excellent customer service, explaining technical problems to clients.

Skills

Team working

Analytical problem solving

Customer service

Organisational skills

Communication

Tools

Monday.com

Retails platforms

JavaScript development

Job description

• Application Analyst - Woking*
• Application Analyst*
• Applications Analyst (1 Year Fixed Term)*
• Full time 40 hours per week*
• Hybrid working*

About us*

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.It is the passion of our teams, that cover every discipline across the live entertainment industry, that underpins our continuing strategic growth and success.

• 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 musical, acclaimed plays, concerts, comedy shows and a variety of other live events across the UK, US, and Germany.
• We present the world's best live entertainment in our venues*; working alongside the world's leading producers and creative artists, our venues present an extraordinarily diverse range of top-quality entertainment.
• We produce award-winning shows*; our in-house production team, ATG Productions, are dedicated to producing critically acclaimed, commercially successful and creatively ambitious work for the West End, Broadway, Continental Europe and beyond.
• 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*
• 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 AccessMission 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.

We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation.

We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged, and able to fulfil their potential in the workplace.

We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role.

Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.

If you'd like to discuss accessibility prior to applying, please email [e-mail] for a confidential discussion.

Applications Analyst - Venue Facing Systems*

This is a hybrid role, based at ATG Entertainment,Alexander House, Church Path, Woking, Surrey, GU21 6EJ.

You'll report to theApplication Managerand 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.

Experience and an interest in software / low code development 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 Hospitality and Venue operations.
• Assist the Application Support Specialist in EPOS improvement and payment solution projects.
• Investigate technical problems, requests & incidents, resolving accordingly & responding to clients promptly.
• Provide excellent customer service, explaining technical problems to clients.

Everyone's responsibility

• Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
• Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.
• Having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures.

You'll help us uphold a positive culture around meeting our obligations.

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business.

Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Essential Skills / Qualifications / Experience

• Excellent team working skills.
• An analytical approach to identifying issues and solutions.
• Experience of working with 3rd party service providers.
• Ability to work effectively with all levels of end users and IT personnel.
• Strong work ethic geared towards exemplary customer service.
• Proactive, organised, and able to prioritise tasks.
• Strong organisational skills and the ability to manage multiple work items simultaneously.
• Excellent problem-solving, communication, presentation, and interpersonal skills.
• Good written and verbal communication skills.

Desirable Qualifications / Experience

• IT support experience with Monday.com platform configuration & incident / problem resolution.
• IT Support experience with retail platforms & payments (PoS) systems.
• Understanding of web development principles and practices.
• Development experience with JavaScript application development (Node.js / React / Angular etc) desirable.
• Familiarity MS Power Platform / Automate an advantage.
• Development experience with MS CoPilot Agents an advantage.
• Familiarity with ITIL service management framework.

If you can demonstrate the essential criteria, and many of the desirable skill, we encourage you to apply, and welcome transferable skills from other industries or backgrounds.

We can give experience of any desirable criteria but may also use them to decide between candidates for this role.