Application Services Analyst

Mohegan Sun•Montville, CT

About The Position

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.

Requirements

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
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
Excellent written and verbal communication skills
Full breath of application functionality
Understanding of applicable business process
Fundamentals of Project Management, ITIL and COBIT
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
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

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
Provides enterprise wide support, as needed
Provides 24/7 Level III on-call support for their respective applications