Venue Applications Support Analyst

WHO ARE WE?

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 620 million tickets sold annually and approximately 10,000 clients worldwide.  Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 50,000 events annually for nearly 7,000 artists in 40+ countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect more than 1,200 sponsors with the 145 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com.

WHO ARE YOU?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on! 

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)

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
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.
 

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, 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. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Live Nation will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Live Nation may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review.