Application Services Specialist

Mohegan Sun•Uncasville, CT

35d

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. Works on project teams as assigned by direct supervisor and assists with the implementation of approved work requests. 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 four years of progressive Information Systems experience
High School Diploma or equivalent and eight years of progressive Information Systems experience
Excellent written and verbal communication skills
Application expert in at least 1 critical business application
Excellent customer service skills
Root cause analysis skills

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 service request enhancements
Involved in creation of documentation for respective application(s) and updating the Customer Service knowledge base
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 met business requirements
Identifies 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 Management 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 updates 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
Provides enterprise wide support, as needed
Provides 24/7 Level III on-call support for their respective applications