Application Support Analyst

Mohegan•Wilkes-Barre, PA

About The Position

The Application Support Analyst supports organizational end users in using software efficiently and effectively to meet business objectives. The primary focus is the Bally ACSC CMS/SMS/TMS system, including application support and troubleshooting for internal customers such as operations, development, and other business units. The role promotes superior guest service, analyzes support results, recommends process improvements, and implements changes. The analyst designs and helps implement hardware and software configurations, logical and operational management models, and business continuity plans in collaboration with management, peers, and vendors. The role also creates and maintains troubleshooting and operational documentation, authors and reviews knowledgebase articles, and provides and receives cross-discipline training to support system availability. It requires effective written and verbal communication, participation in continuous improvement, and carrying and responding to an off-hours communications device to provide 24x7 system support. Minimal travel may be required. The position supports the enterprise Shared Services Agreement and collaboration among Mohegan properties, and must comply with IT policies, internal controls, Pennsylvania Gaming Control Board control specifications, and casino policies and procedures. Other related duties may be assigned.

Requirements

College diploma or university degree in computer science, information systems, or a related field, and four years of relevant work experience in an enterprise environment.
Proven experience with Bally ACSC is required; minimum version 3.1.6.
Experience with troubleshooting principles, methodologies, and issue-resolution techniques.
Knowledge of technology trends relating to software applications.
Experience building or maintaining databases for query and problem tracking.
Good understanding of the organization’s goals and objectives.
Excellent written, oral, interpersonal, and presentation skills.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and self-directed.
Ability to absorb new ideas and concepts quickly.
Good analytical and problem-solving abilities.
Ability to prioritize and execute tasks effectively in a high-pressure environment.
Very strong guest-service orientation.
Understanding of applicable business processes.
Experience working in a team-oriented, collaborative environment.
Ability to communicate effectively verbally and in writing.
Ability to carry and respond to an off-hours communications device for 24x7 support.

Nice To Haves

Bally ACSC v10.1 experience is preferred.
Bally ACSC experience related to Marketing is preferred.

Responsibilities

Provide application support and troubleshooting for the Bally ACSC CMS/SMS/TMS system and other supported software for internal customers.
Promote superior guest service and analyze support results, recommend process improvements, and implement changes.
Receive and resolve end-user application problem tickets.
Prioritize, schedule, and administer enhancement requests and defect resolution.
Perform desktop-level fixes, including installing, upgrading, and configuring applications and installing hardware.
Record, track, and document problem-solving processes, decisions, and actions through final resolution.
Evaluate documented resolutions and analyze trends to help prevent recurring problems.
Communicate application problems and issues to management, development teams, end users, and unit leaders.
Test fixes and conduct post-resolution follow-ups to confirm problems are resolved.
Identify and learn software applications used and supported by the organization.
Coordinate with department heads to assess application training needs and objectives.
Publish software updates and knowledgebase documentation on the company intranet.
Support testing of new and existing software applications under development or being considered for purchase.
Perform preventative maintenance, including installing service packs, patches, and hot fixes.
Use diagnostic utilities to assist troubleshooting.
Work with management, peers, and vendors to design and implement hardware/software configurations, logical models, operational management models, and business continuity plans.
Create and maintain troubleshooting and operational documentation for systems under management; author and peer-review knowledgebase articles on root causes and resolutions.
Provide and receive cross-discipline training to support availability of systems under management.
Carry and respond to an off-hours communications device to provide 24x7 support for systems under management.
Pursue opportunities to improve knowledge, tools, and processes individually and collaboratively.
Support the enterprise Shared Services Agreement and ongoing collaboration among Mohegan properties.
Comply with IT compliance policies, internal control procedures, Pennsylvania Gaming Control Board control specifications, and casino policies and procedures.
Perform other related duties as assigned.