Analyst - IT Applications

Wynn Resorts•Las Vegas, NV

15h•Onsite

About The Position

The Application Support Analyst will deliver Five Star Service by applying proven analytical, and problem-solving skills to identify, communicate, and resolve issues to minimize disruption of services. The Application Support Analyst is responsible for enterprise application support activities including maintenance, administration, and root cause analysis. In addition, they will work closely with the Service Desk and Network Operations Center to provide third tier operational support and to ensure timely and efficient resolution of application-related incidents and service requests. The Application Support Analyst will also support the process of planning enterprise application changes and will test, implement, and monitor required changes in line with agreed change plans.

Requirements

Bachelor’s Degree in a related field or the equivalent combination of education, professional training or work experience.
The ideal candidate will be well versed in the IGT Suite of applications
Requires a minimum of five (5) years of information technology experience in a large scale, complex technical environment
A minimum of four (4) years of experience supporting one or more of the following applications including, but not limited to: Opera, Micros, Kronos, Patron Management, Avaya WFO, Genesis, MMS, Simphony, TIBCO
Experience and confidence in working will all levels of management acting as the central point of contact for production issues
Excellent verbal and written communications skills, including the ability to create organized and informative reports, as well as comprehensive, accurate documentation
Excellent time management and organizational skills
Must be analytical and possess excellent problem-solving skills
Extraordinary customer service and relationship management experience
A history of working independently without close supervision
Ability to understand and determine when issues should be escalated to a higher level
Strong sense of ownership and ability to follow tasks through to completion
Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
Ability to prioritize and schedule assigned support activities and tasks
Skilled in problem diagnosis and resolution
Must be 21 years of age or older to apply
Ability to work as part of an effective and highly skilled team and be self-motivated
Willingness to learn new technologies and maintain industry knowledge
Familiar with hospitality industry concepts, practices, and procedures in a similar resort setting
Ability to commute to multiple office locations as needed
Ability to work with cross-functional teams and vendors
Professional appearance and demeanor
Must be able to obtain and maintain any licensing or active work cards required, at present or in the future, for this position at all times

Nice To Haves

ITIL Foundations preferred.
Two (2) years of experience in Project Management preferred.

Responsibilities

As the gatekeepers of the Production environment Application Support Analysts are responsible for ensuring the Change Management guidelines/policies are adhered to for all systems deployed to Production utilizing foresight to anticipate and address potential issues before they become issues.
Provide high level application and technical support to customers, partners and internal resources including 24×7, high-availability, systems.
Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain enterprise applications, and to investigate and resolve application-related incidents.
Fully document applications and related business systems including but not limited to: architecture diagrams, system configuration, environment setup, troubleshooting and all specific information related to ongoing support and maintenance of the systems.
Follows up with various IT teams to ensure issues are resolved efficiently and accurately.
Provide onsite and remote technical assistance to end user requests logged via the ticketing portal, documenting troubleshooting steps and resolution.
Communicates directly with internal customers via phone, email or in-person to better understand the issue. Adheres to policies to record, track progress and escalate application issues.
Maintain application support technical documentation.
Share knowledge and expertise with others and supporting team members as required.
Provide timely communication to users on the status of their service requests and incidents.
Ability to participate in multiple projects simultaneously while adhering to tight schedules.
Contribute to and maintain a knowledge base of previous support issues.
Responsible for managing individual and team ticket queues to ensure SLA’s and KPI objectives are met.
May perform other additional duties and responsibilities as assigned.