Application Support Analyst
About The Position
The Application Support Analyst supports organizational end users in using software efficiently and effectively to meet business objectives. The position primarily supports the Bally ACSC CMS/SMS/TMS system, including troubleshooting applications and software for internal customers such as operations, development, and other business units, while promoting superior guest service. The analyst handles incoming problem tickets, prioritizes enhancements and defect resolution, performs desktop-level fixes, documents incidents through resolution, tests fixes, and follows up with users. The role also contributes to application testing, software maintenance, training needs assessment, technical writing, knowledgebase updates, and continuous improvement of support tools and processes. The analyst works with management, peers, and vendors on system configurations, operational models, and business continuity plans, and provides 24x7 support by carrying and responding to an off-hours communications device. Minimal travel may be required. The position supports the enterprise Shared Services Agreement and collaboration among Mohegan properties. It must adhere to Information Technology compliance policies, internal control procedures, 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 or information systems.
- Four years of relevant work experience in an enterprise environment.
- Proven experience with Bally ACSC, 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.
- Strong guest-service orientation.
- Understanding of applicable business processes.
- Experience working in a team-oriented, collaborative environment.
Nice To Haves
- Bally ACSC v10.1 experience preferred.
- Bally ACSC experience relating to Marketing preferred.
Responsibilities
- Deliver end-user support for software applications, with primary responsibility for the Bally ACSC CMS/SMS/TMS system.
- Troubleshoot applications and software for internal customers, including operations, development, and other business units.
- Analyze support results, recommend process improvements, and implement changes.
- Handle incoming end-user problem tickets and resolve application issues.
- 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, actions, and final resolutions.
- 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.
- 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 installation of service packs, patches, and hot fixes.
- Use diagnostic utilities to aid 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, and author and peer-review knowledgebase articles about fault causes and resolutions.
- Provide and receive cross-discipline training to help ensure system availability.
- Communicate effectively verbally and in writing, and carry and respond to an off-hours communications device to provide 24x7 support for managed systems.
- Pursue opportunities to improve knowledge, tools, and processes, individually and as part of a group.
- Support the enterprise Shared Services Agreement and ongoing collaboration among Mohegan properties.
- Adhere to Information Technology compliance policies, internal control procedures, Pennsylvania Gaming Control Board control specifications, and casino policies and procedures.
- Perform other related duties as assigned.
- Travel minimally as required.
