Application Services Analyst

Mohegan Tribal Gaming Authority - Corporate; Mohegan (CT); On-site; USD 90,000 - 120,000; Full time

Job summary

Mohegan Tribal Gaming Authority - Corporate in Mohegan Sun, CT seeks an experienced IT Application Specialist for Level III break/fix support and SME duties. You will map business processes to applications, coordinate project teams, and assist with approved work requests across the casino enterprise.

The role requires 2+ years as an Application Specialist (or equivalent) and a strong background in ITIL/COBIT frameworks, with willingness to obtain gaming licenses in multiple jurisdictions as

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Business or related field; or Associate’s with 6 years IT experience; or HS diploma with 10 years IT experience.

Responsibilities

• Provide Level III break/fix support for assigned applications.
• Serve as SME and assist Business Analysts with mapping processes to applications.
• Coordinate teams and assist with implementation of approved work requests.
• Research upgrades and conduct business impact analysis with BTA.
• Liaise with vendor support and professional services for upgrades, changes, or fixes.

Skills

Level III Break/Fix support

Education

Bachelor’s Degree (CS/Engineering/Business)

Associate’s Degree + 6 years IT experience

High School Diploma + 10 years IT experience

Tools

ITIL

COBIT

Job description

JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIESIF YOU ARE AN EXISTING TEAM MEMBER, PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE: MOHEGAN INTERNAL CAREER SITEPosition Summary:This position is responsible for 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 enhancementsProvides application access recommendations in consultation with the Information Security teamInvolved in creation of documentation for respective application(s) and updating the Customer Service knowledge baseAssists 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 responsibleWorks with Business Technical Analysts to map business processes to application(s) for which they are responsibleAssists in work requests and configuration changes to meet business requirementsIdentifies and recommends opportunities to leverage existing functionality in current application portfolio to meet current or future business demandsCommunicates 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 enterpriseRecords all activity and other pertinent information for work requests, break/fix and projects for the purpose of tracking, analyzing and escalatingEscalates issues when necessary to vendor service organizations and update disposition per established internal proceduresProvides feedback to direct supervisor on vendor support services and assists with evaluating vendor's ability to fulfill contracted service levelsEngages key application user to assure effective use of applicationSecondary Duties and Responsibilities:Provides enterprise wide support, as neededProvides 24/7 Level III on-call support for their respective applicationsMinimum Education and Qualifications:Bachelors’ Degree in Computer Science, Engineering, Business or a related fieldDemonstrated knowledge and experience with the specific application(s) for which they will be responsibleObtain and maintain at least one or more applicable gaming licenses in multiple jurisdictions ~OR~Associates’ Degree in Computer Science, Engineering, Business or a related field and six years of progressive Information Technology experienceTwo years of experience as an Application SpecialistDemonstrated knowledge and experience with the specific application(s) for which they will be responsibleObtain 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 experienceTwo years of experience as an Application SpecialistDemonstrated knowledge and experience with the specific application(s) for which they will be responsibleObtain and maintain at least one or more applicable gaming licenses in multiple jurisdictionsCompetencies: Incumbent will master the following competencies while in this position:Excellent written and verbal communication skillsFull breath of application functionalityUnderstanding of applicable business processFundamentals of Project Management, ITIL and COBITTraining Requirements:Appropriate Mohegan Sun and MTGA regulationsKnowledge of Mohegan Sun corporate and department policies and proceduresMohegan Sun project management process and methodologyMohegan Sun timesheet categories and guidelines systemMohegan Sun technical architecture and standardsPhysical Demands and Work Environment:Office work environmentMust be able to sit in front of a computer screen for extended periods of time10%-25% travel may be required for this positionMay require occasional weekend and evening workMust 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:RegularKnock, knock. Hear that sound? That's opportunity!.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.