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Systems Analyst

Burbank, CA
Full Time
Warner Bros. Entertainment Group
Requisition ID: 177664BR

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The Job

Warner Bros. Entertainment Inc. seeks a System Analyst for the Direct to Consumer Apps department. The System Analyst position will assist with the ongoing provision of technology solutions to the WB GREATT Portfolio, in line with business needs.
The GREATT Portfolio spans across the following Business Areas:
WB Studio Tour London
WB Studio Tour Hollywood
Platform 9 ¾ retail shops
London Film Museum
Cursed Child
Flagship
We are seeking a System Analyst for the Global Retail, Experience, and Tours Technology (GREATT) team. Reporting to the GREATT Manager, Tech Ops Tours, this position provides primary technical support for approximately 75 fully integrated Point of Sale (POS), ticketing, finance, reporting, and back-end infrastructure, server, and database systems. The systems are transactional and operationally critical with the handling of real-time admission ticket purchases, retail items, food and beverage purchases, and parking lot passes.

The Daily
  • Onsite hardware technical support – ticketing and retail.
  • Application configuration and monitoring.
  • Application maintenance – health checks, patching, reconciliation.
  • PCI Hardware and Software Auditing.
  • Payment System configuration and maintenance.
  • Application scripting for special ticket types.
  • Server patching.
  • After hours support.
  • Support large groups of end-users across multiple different applications.
  • Direct input and handling of support cases via support ticket reporting system (telephone, email, text/chat).
  • Research payment/balance discrepancies in customer orders between the ticketing system, payment processors, and finance.
  • Work closely with finance department to resolve integration issues/discrepancies.
  • Author and execute SQL queries/scripts to produce database reports and/or troubleshoot data mismatches between reporting systems.
  • Troubleshoot and resolve issues between retail inventory warehouse and POS systems.
  • Installation, testing, and troubleshooting/resolution of:
  • End-user Hardware (POS, Call Centre PCs, Tablets, other smart devices).
  • Associated Peripherals (Payment Terminals, Printers, Scanners, etc).
  • Server Systems (Windows Server OS / MS-SQL Server).
  • Adherence to PCI/Infosec policies.
  • Identify and obtain appropriate resources for the resolution of complex problems.
  • Evaluate and recommend changes or additions to company’s systems, using substantial knowledge of information technology systems and methods, as well as knowledge of departmental operations. Identify possible improvements and make recommendations for purchase of new information system hardware and software.
  • This position is required to work after hours on an “on call” basis should system issues arise.
  • This is a dynamic business which will need various technological services as needs arise, beyond those listed above.

The Essentials
  • Experience in an IT environment, providing end-user technical support.
  • Previous experience supporting point-of-sale systems in a retail environment is preferred.
  • Strong organizational, interpersonal, and communication (oral and written) skills.
  • Ability to work well with staff, vendors, and the general public.
  • Strong understanding of financial systems (Experience with SAP and/or SAP integrations).
  • Close attention to detail.
  • Strong planning skills.
  • Ability to manage multiple complex responsibilities simultaneously, at times in high-pressure situations.
  • Consistently able to meet deadlines.
  • Troubleshooting and repair of computer equipment (replace/re-image storage, replace memory, troubleshoot peripherals, etc – not afraid to get your hands dirty under the hood).
  • Detailed knowledge of Windows (Desktop & Server).
  • Detailed knowledge of Microsoft SQL Server.
  • Experience with retail inventory warehouse systems.
  • Ability to write medium complexity scripts (SQL, PowerShell, Bash).
  • Understanding of XML/JSON.
  • Understanding of programming logic (Software Development experience a plus).
  • Experience in the following areas is a plus:
  • Linux.
  • Payment Gateways/Processors.
  • VMware (vSphere, Virtual Machines, HA, DR).
  • Assisting in Business Requirements gathering and analysis.
  • Assisting in the implementation of process improvement initiatives.
  • Assisting in System and Process Documentation.
  • Documentation Management (including naming conventions and metadata) in centralized BOX database.
  • Assisting in the management & configuration of the departmental BOX.
  • Monthly Status Reporting.
  • Coordinating departmental visitor arrival & security passes.
  • Well-organized, disciplined, and high attention to detail is crucial at all times.
  • Excellent written and oral communication skills.
  • Excellent presentation skills.
  • Highly self-motivated and ability to work with limited supervision.
  • Flexible, resilient, assertive driven and committed.
  • Exhibit strong team orientation.
  • Available to work flexible hours to accommodate global collaboration.
  • Responsive during off-hours to lead resolution of critical workstreams.