Application Support Specialist

4 weeks ago

Leavesden Green, United Kingdom Warner Bros. Discovery Full time

**_Every great story has a new beginning, and yours starts here._**

**_ Welcome to Warner Bros. Discoverythe stuff dreams are made of._**

**Who We Are **

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the _storytellers_ bringing our characters to life, the_ creators_ bringing them to your living rooms and the _dreamers_ creating what’s next

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Warner Bros. has been entertaining audiences for more than 90 years through the world’s most-loved characters and franchises. Warner Bros. employs people all over the world in a wide variety of disciplines. We're always on the lookout for energetic, creative people to join our team.

**Your New Role**

The GO-TECH Portfolio spans across the following key businesses and their back-end operations:

- WB Studio Tour in London, Hollywood and Tokyo (opening 2023)
- Platform 9 ¾ Retail Shops, London/Heathrow
- Harry Potter On Location, London
- Harry Potter Flagship Store, NYC
- WB Studios Leavesden
- WB De Lane Lea

We are now looking for a Senior Application Specialist to support the successful day to day operational running of the tour and studio businesses, providing the best technical support to ensure that visitors to the tour and production teams at the studios have a seamless experience.

**Your Role Accountabilities**
- Using our helpdesk system ensure that all service requests are triaged, answered, and resolved in a timely manner to meet our SLA's
- Work with our vendors to log service tickets and follow up on incidents to ensure we are meeting SLA's for service.
- Complete regular PCI Audits, being meticulous with details
- Update asset management information
- Assist with regular reviews of user’s access to the various systems at the tour and studios
- Assisting in system upgrades where necessary, lead on the testing for these upgrades, partnering with the business for user acceptance testing.
- In-depth understanding of Business Processes & Requirements and effectively utilising that knowledge for prioritisation and timely resolution.
- Assist with any data protection reviews or requests to remove data as instructed by our legal teams
- Forming part of Service team that support priority issues and on an “on call” basis

**Qualifications & Experience**
- Proven experience working in an Application Support role
- Experienced in investigating issues with complex transactional systems and resolving these issues
- Excellent Customer Service Skills
- Ability to use knowledge, facts, and data to effectively solve problems
- Some SQL Language skills
- Some experience and knowledge of SAP system
- Experience of working in PCI environment
- Experience of maintaining and installing POS hardware
- ITIL Foundation Level

**How We Get Things Done**

**The Legal Bits

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