LN Venues, Venue Applications Support Analyst (California)

Summary

Live Nation Entertainment is a global live entertainment company whose businesses include Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. The Venue Applications Support Analyst supports point-of-sale and other venue applications by managing system data, troubleshooting hardware and software issues, testing releases, documenting problems, and providing remote and onsite support, including rotating on-call coverage.

Responsibilities

• 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

Skills

• 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.)
• Willingness to travel up to 30%, possibly more during peak season (March – October)
• Sits for extended periods of time at a computer station or work desk; stands and walks regularly throughout the day; uses hands and fingers to operate computers and office equipment; lifts up to 20 pounds regularly; crouch/kneel/bend/reach frequently and stand/walk regularly for several hours at a time when installing or supporting technology at venues; exposed to typical office environment conditions and noise levels while working from central office; exposed to large crowds, high volumes of noise, and sometimes outdoor conditions during onsite venue support; travel may require flying, driving, or using mass transit
• Degree/Certificate relevant to technology from accredited university will help; not required

Qualifications

Must Haves

• 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.)
• Willingness to travel up to 30%, possibly more during peak season (March – October)
• Sits for extended periods of time at a computer station or work desk; stands and walks regularly throughout the day; uses hands and fingers to operate computers and office equipment; lifts up to 20 pounds regularly; crouch/kneel/bend/reach frequently and stand/walk regularly for several hours at a time when installing or supporting technology at venues; exposed to typical office environment conditions and noise levels while working from central office; exposed to large crowds, high volumes of noise, and sometimes outdoor conditions during onsite venue support; travel may require flying, driving, or using mass transit

Nice to Haves

• Degree/Certificate relevant to technology from accredited university will help; not required

Benefits

• Medical, vision, dental and mental health benefits for you and your family
• Access to a health care concierge
• Flexible Spending Accounts (FSA) or Health Savings Accounts (HSA)
• Free concert tickets
• Generous paid time off including paid holidays, sick time, and personal days
• 401(k) program with company match
• Stock reimbursement program
• New parent programs including caregiver leave
• Fertility, adoption, foster, or surrogacy support
• Career and skill development programs with School of Live
• Tuition reimbursement
• Student loan repayment
• Volunteer time off
• Crowdfunding match