IT Applications Support Analyst

Information Technology (It) Applications Support Analyst

In this fast-paced, digital environment where information technology is essential, how do we ensure our information technology projects are kept on track and delivered in a timely manner? As an Information Technology (IT) Applications Support Analyst, you will be responsible for providing technical support and maintenance of software applications used throughout the property. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.

Duties and Responsibilities

1. Provide technical support to end-users for software applications including ticket resolution and incident management.
2. Collaborate with software vendors and internal teams to troubleshoot and resolve application issues, ensuring minimal disruption to operations.
3. Perform system analysis and debugging to identify root causes of software problems and propose appropriate solutions.
4. Coordinate with business users to gather requirements and implement system enhancements or updates in accordance with established change management processes.
5. Conduct regular testing of software applications, ensuring compatibility, functionality, and adherence to defined standards and procedures.
6. Assist in the deployment and implementation of software releases and updates, including coordinating user acceptance testing and ensuring successful rollout.
7. Develop and maintain technical documentation, including user manuals, troubleshooting guides, and knowledge base articles to support end-users and IT staff.
8. Collaborate within the IT Department to identify opportunities for process improvement and automation, contributing to the overall efficiency and effectiveness of IT operations.
9. Stay up-to-date with industry trends, emerging technologies, and best practices in gaming and hospitality IT systems, recommending innovative solutions to enhance business operations.
10. Perform job duties in full compliance with departmental policies, procedures, and regulations.
11. Perform other duties as assigned.

Job Qualifications

1. A Bachelor's degree in Business Management, Computer Science, Information Technology or a related field or equivalent experience; in place of a Bachelor's degree or related IT experience, proficiency of 3 years using related software systems in hotel operations, restaurant operations, or gaming operations.
2. Previous experience in providing technical support and troubleshooting software applications is not required, but preferred, especially within the gaming or hospitality industry.
3. Excellent problem-solving and analytical skills.
4. Ability to diagnose and resolve software issues, or the ability to learn to do so, within 6 months.
5. Strong communication and interpersonal skills to interact effectively with end-users, technical teams, and vendors.
6. Ability to work independently and collaboratively within a team, managing multiple priorities and meeting deadlines.
7. Office skills must include the ability to use standard office equipment and demonstrate intermediate knowledge of Microsoft Office.
8. Excellent written and verbal communication skills, ability to explain complex topics clearly, strong attention to detail, and the ability to tailor communication style to the audience.
9. The ability to maintain discretion in handling confidential information.
10. The ability to interact with guests and team members at all levels of the organization professionally, including the ability to speak in front of small groups.
11. The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
12. While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the property for duration of scheduled shift. The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms. The team member must be able to operate a personal computer. The team member may be required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis and up to 25 pounds occasionally, with assistance. Team member must wear all required Personal Protective Equipment (PPE) while performing job duties. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions

The noise level is usually moderate. When on the casino floor, the noise level increases. The facility is not smoke free.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.