Application Support Analyst

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., 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

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our core values, by:

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.

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.

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., 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.