Application Support Analyst

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Job Duties

Reporting to the Applications Services Supervisor, the Application Support Analyst’s role is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives.  The primary focus for this position will be the Bally ACSC CMS/SMS/TMS system.  This includes supporting and troubleshooting applications and software for said system for all internal customers, such as operations, development, and other business units.  Promotes superior guest service.

• Analyze results, make recommendations for support process improvement, and implement changes.

• Field incoming problem tickets from end users to resolve applications.

• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.

• Perform hands-on fixes at the desktop level, including installing, upgrading and configuring applications and installing hardware

• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

• Identify and learn appropriate software applications used and supported by the organization.

• Coordinate with department heads to assess departmental application training needs and objectives.

• Post software updates, knowledgebase documentation on company intranet to assist in problem resolution.

• Provide support for the testing of new and existing software applications under development or consideration for purchase.

• Perform preventative maintenance, including the installation of service packs, patches, hot fixes and so on.

• Apply diagnostic utilities to aid in troubleshooting.

• Design: Works with management, peers and vendors to design and implement hardware/software configurations, logical models, operational management models, and business continuity plans for systems under management.

• Technical Writing: Creation and maintenance of troubleshooting and operational documentation for all systems under management. Authors and peer-reviews knowledgebase articles documenting fault root causes and their respective resolutions.

• Training: Provides and receives cross-discipline training in order to ensure maximum availability of systems under management. 

• Communications: Communicates effectively verbally, and in written form.  Carries and responds to off-hours communications device, in order to provide 24x7 support for systems under management.

• Continuous Improvement: Actively pursues opportunities, as an individual and as part of a group, to improve knowledge, tools and processes for systems under management.   

• Minimal travel may be required for this position

• Supports the established enterprise Shared Services Agreement and adheres to ongoing collaboration efforts amongst all Mohegan properties

The Application Support Analyst is responsible for the strict adherences to the Information Technology department compliance policies, internal control procedures, Pennsylvania Gaming Control Board control specifications and the casino’s policies and procedures.  Performs other related duties as assigned.

Minimum Requirements

• College diploma or university degree in the field of computer science or information systems and 4 years relevant work experience in an enterprise environment.

• Proven experience with Bally ACSC is required (v3.1.6 minimum; v10.1 preferred); Bally ACSC experience as it relates to Marketing is preferred.

• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

• Knowledge of trends in technology relating to software applications.

• Experience with building/maintaining databases for query and problem tracking.

• Good understanding of the organization’s goals and objectives.

• Excellent written, oral, interpersonal, and presentational skills.

• Ability to present ideas in business-friendly and user-friendly language.

• Highly self motivated and directed.

• Ability to absorb new ideas and concepts quickly.

• Good analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Very strong guest service orientation.

• Understanding of applicable business processes.

• Experience working in a team-oriented, collaborative environment

Work Shift:

Regular

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