Application Services Analyst

Mohegan Sun; Connecticut; On-site; USD 90,000 - 120,000; Full time

Job summary

Mohegan Sun is seeking an experienced Level III Application Support SME to provide expert Break/Fix for critical gaming-related applications. The role involves coordinating business analysts, testing upgrades, and developing training materials.

The ideal candidate will have strong ITIL/COBIT knowledge, excellent communication, and a track record of working with vendor support and enterprise project teams across multiple jurisdictions.

Qualifications

• Bachelor's degree or higher in CS, engineering, business or related field.
• Experience with the specified applications and gaming industry licenses across jurisdictions.
• Two years as an Application Specialist or similar SME role are preferred.
• Strong communication skills and ability to train others.

Responsibilities

• Provide Level III Break/Fix support for assigned applications per SLAs.
• Act as SME and coordinate with Business Analysts on process mapping to applications.
• Lead user acceptance testing for upgrades and configuration changes.
• Develop and maintain documentation and training materials for applications.
• Coordinate with vendor support and project teams to implement upgrades or fixes.
• Suggest leveraging existing functionality to meet business needs.
• Ensure security and access controls in consultation with Information Security.

Skills

Communication skills

Project management fundamentals

ITIL and COBIT knowledge

Application SME

Education

Bachelor's degree in Computer Science/Engineering/Business

Associates' degree with 6+ years IT experience

High School Diploma and 10+ years IT experience

Tools

ITIL framework

COBIT framework

Vendor support tools

Job description

**JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIES****IF YOU ARE AN EXISTING TEAM MEMBER,** **PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE:****Position Summary:**This position is responsiblefor providing Level III Break/Fix support for the applications for which they are assigned. Serves as Subject Matter Expert (SME) for the application(s) for which they are assigned. Assists Business Technical Analysts' with mapping business processes to existing or newly acquired applications. Coordinates teams as assigned by direct supervisor and assists with the implementation of approved work requests. Researches potential application upgrades and works with Business Technical Analysts to perform business impact analysis for the application(s) for which they are assigned. Works with application vendor support and professional service organizations to research, analyze, implement and test potential application upgrades, configuration changes, enhancements or bug fixes.**Primary Duties and Responsibilities:** includes but not limited to:* Provides Level III Break/Fix support as defined by application service level agreements for assigned application(s)* Participates in user acceptance testing for application upgrades, significant configuration changes or work request enhancements* Provides application access recommendations in consultation with the Information Security team* Involved in creation of documentation for respective application(s) and updating the Customer Service knowledge base* Assists in the creation of training material for respective application(s)* Serves on project teams as application subject matter expert for currently assigned applications or newly designated applications in which they will be responsible* Works with Business Technical Analysts to map business processes to application(s) for which they are responsible* Assists in work requests and configuration changes to meet business requirements* Identifies and recommends opportunities to leverage existing functionality in current application portfolio to meet current or future business demands* Communicates and coordinates with other Application Support staff, business leadership and Project Manager to ensure appropriate integration of processes and application modules across the property or enterprise* Records all activity and other pertinent information for work requests, break/fix and projects for the purpose of tracking, analyzing and escalating* Escalates issues when necessary to vendor service organizations and update disposition per established internal procedures* Provides feedback to direct supervisor on vendor support services and assists with evaluating vendor's ability to fulfill contracted service levels* Engages key application user to assure effective use of application**Secondary Duties and Responsibilities:*** Provides enterprise wide support, as needed* Provides 24/7 Level III on-call support for their respective applications**Minimum Education and Qualifications:*** Bachelors' Degree in Computer Science, Engineering, Business or arelated field* Demonstrated knowledge and experience with the specific application(s) for which they will be responsible* Obtain and maintain at least one or more applicable gaming licenses in multiple jurisdictions~OR~* Associates' Degree in Computer Science, Engineering, Business or arelated field and six years of progressive Information Technology experience* Two years of experience as an Application Specialist* Demonstrated knowledge and experience with the specific application(s) for which they will be responsible* Obtain and maintain at least one or more applicable gaming licenses in multiple jurisdictions~OR~* High School Diploma or equivalent and ten years of progressive Information Systems experience* Two years of experience as an Application Specialist* Demonstrated knowledge and experience with the specific application(s) for which they will be responsible* Obtain and maintain at least one or more applicable gaming licenses in multiple jurisdictions**Competencies:** Incumbent will master the following competencies while in this position:* Excellent written and verbal communication skills* Full breath of application functionality* Understanding of applicable business process* Fundamentals of Project Management, ITIL and COBIT**Training Requirements:*** Appropriate Mohegan Sun andMTGA regulations* Knowledge ofMohegan Sun corporate and department policies and procedures* Mohegan Sun project management process and methodology* Mohegan Sun timesheet categories and guidelines system* Mohegan Sun technical architecture and standards**Physical Demands and Work Environment:*** Office work environment* Must be able to sit in front of a computer screen for extended periods of time* 10%-25% travel may be required for this position* May require occasional weekend and evening work* Must be able to work various shifts and flexible hoursThis is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan reserves the right to make changes in the above job description whenever necessaryWork Shift:Regular.***Mohegan Sun practices Native American Preference in hiring. \"Native American\" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.***