Application Services Analyst

Mohegan Sun; Montville (CT); On-site; USD 90,000 - 110,000; Full time

Job summary

Mohegan Sun in Montville, CT seeks an experienced IT professional to provide Level III Break/Fix support for assigned applications. As SME, you will assist with mapping business processes, coordinate with supervisor and vendors, and help with upgrades and configuration changes.

Responsibilities include participating in UAT, granting application access, creating documentation and training materials, and working on projects to enhance the application portfolio.

Qualifications

• Bachelor's Degree in Computer Science, Engineering, Business or a related 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.
• Associates’ Degree in Computer Science, Engineering, Business or a related 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.
• 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

Responsibilities

• This role provides Level III Break/Fix support for assigned applications as per SLAs.
• Participates in user acceptance testing for upgrades or significant changes.
• Provides application access recommendations with InfoSec.
• Creates and updates documentation and knowledge base for applications.
• Assists in training material creation for applications.
• Serves as SME on project teams for current or new applications.
• Maps business processes to assigned applications.
• Assists with work requests and configuration changes.
• Identifies opportunities to leverage existing functionality across the portfolio.
• Communicates with Application Support staff, leadership, and PMs to ensure integrated processes.
• Records activity for work requests, break/fix, and projects for tracking and escalation.
• Escalates issues to vendor services and updates disposition.
• Provides feedback on vendor support and evaluates service levels.
• Engages key users to ensure effective use of applications.

Skills

Excellent written and verbal comms

Broad application functionality

Understanding of business process

PM/ITIL/COBIT basics

Education

Bachelor's degree in CS/Engineering/Business or related field

Associates’ degree plus 6 years IT exp

High School diploma + 10 years IS exp

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: MOHEGAN INTERNAL CAREER SITE

Position 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

• 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 a related 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 a related 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

• 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 and MTGA regulations
• Knowledge of Mohegan 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 hours

This 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 necessary

Work Shift

Regular

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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.