Analyst, Application Support

Resorts World Las Vegas; Las Vegas (NV); On-site; USD 55,000 - 75,000; Full time

Job summary

Resorts World Las Vegas is seeking an IT professional to own and improve core applications and manage stakeholder needs. You will partner with business users and vendors to deliver practical IT solutions across the organization and support mature systems.

The role requires leadership in analyzing and solving business and IT issues, with on-site collaboration across departments and occasional on-call duties. A strong emphasis on service quality and process improvement is emphasized.

Qualifications

• Experience gathering requirements from stakeholders and translating to software requirements.
• Experience managing vendor relationships for projects.
• Excellent customer service skills and English communication.
• Professional appearance and demeanor.

Responsibilities

• Plan, design and implement new applications and enhancements to existing applications.
• Collaborate with decision makers, owners and end users to define and improve business requirements.
• Ensure compatibility of in-house computing systems and analyze system effectiveness.
• Lead small IT projects focusing on implementation, support and enhancement.
• Work with business and software vendors to troubleshoot problems to resolution.
• Provide technical support for designated applications and participate in on-call rotation.

Skills

Requirements gathering

Vendor management

Stakeholder communication

Customer service

English communication

Professional appearance

Education

Bachelor's degree in IT or related field

Job description

Summary Statement

This position plays a key role in the Resorts World Las Vegas IT ecosystem. They must be comfortable working directly with all levels of users throughout the organization, from clerks up to the executive suite. The ideal person will be a leader who excels in working with and manage others to solve Technical & Business needs – primarily this will be accomplished with knowledge of our base applications, and any development and integration needs that exist.

Summary Statement

This position plays a key role in the Resorts World Las Vegas IT ecosystem. They must be comfortable working directly with all levels of users throughout the organization, from clerks up to the executive suite. The ideal person will be a leader who excels in working with and manage others to solve Technical & Business needs – primarily this will be accomplished with knowledge of our base applications, and any development and integration needs that exist. This person will own, reviews, analyzes and solves system and user needs as well as implements improvement process for that business and or the application. They will also work with IT, the business community as well as vendor resources, to deliver solutions to those user needs. Finally, this person will be the primary owner of their core applications from an IT perspective.

Primary Job Duties:

• Manage in the planning, design, Technical and implementation of new applications and enhancements to existing applications.
• Work with decision makers, systems owners, and end users to define / improve business requirements and systems goals and identify and resolve systems issues.
• Ensure compatibility and interoperability of in-house computing systems.
• Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.
• IT representative for project implementation and ongoing support for mature systems.
• Project lead for (smaller) IT projects when assigned. Involvement will be focus on implementation, support, and enhancement of systems.
• Works directly with business and software vendors to troubleshoots new and reoccurring problems to resolution.
• Serve as technical support for designated applications.
• On-call rotation within your IT group.
• Prototype new procedures for the purpose of enhancing business processes, operations, and information process flow.
• Prepare and deliver reports, recommendations, or alternatives for improving processes in operating systems across the organization.
• Obtain and maintain employment related licensing.
• Other duties as assigned.

Required

Qualifications:

• Two to four years of experience supporting Gaming or Hospitality systems, or equivalent
• Demonstrated experience in gathering requirements from stakeholders and translating to requirements to evaluate and implement software solutions.
• Demonstrated experience in managing vendor relationship for assigned projects.
• Proficient in producing requirements, product, and pricing analysis.
• Review and comprehend all necessary documentation.
• Ability to work with limited supervision.
• Ability to effectively communicate in English.
• Professional appearance and demeanor.
• Excellent customer services skills.

Preferred

• Previous experience working in a large, luxury resort setting.
• Bachelor’s degree in IT, Finance, or some other closely related field. Can be replaced with relevant work experience.
• Demonstrated experience in IT Application Support and people skills.

Physical Demands

• Work is performed in a call center office environment.
• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
• The noise level in the work environment is usually moderate.
• Constant contact with executives, department management, applicants, employees and guests is necessary.
• Prolonged sitting and mobility.
• Bending and reaching.
• Transporting, pushing, pulling, and maneuvering items weighing up to 10 lbs.
• Eye/hand coordination.
• Use of standard office equipment.
• Basic math.
• Ability to push and/or pull file cabinet drawers weighing up to 5 lbs.
• Ability to distinguish letters, numbers, and symbols.
• Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.

At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of our company and that all will adhere to our five core non-negotiable responsibilities.

• Everyone is an Ambassador–No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
• Everyone works in Safety–If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
• Everyone works in Security–If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
• Everyone works in EVS–If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
• Everyone works in Guest Experience–If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.