Senior IT Engineer Application Support

Cache Creek Casino Resort•Brooks, CA

About The Position

The Senior IT Engineer of Application Support is a technical leader responsible for installing, configuring, and maintaining software that carries out business operations. They are responsible for keeping software programs up to date, making sure they perform at optimal levels, and troubleshooting issues whenever they occur.

Requirements

Bachelor’s degree in Computer Science or related technical field; Three years professional experience in IT Engineering; or equivalent combination of education and experience.
Ability to learn and master employer-specific software; ability to keep up with innovation in application design.
Proficiency in determining the root causes of application errors and resolving them
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret a variety of instructions furnished in written, oral, diagram, mathematical or schedule form.
Must be at least 21 years of age.

Nice To Haves

Gaming and Hospitality industry experience preferred.
ITIL Foundations certification and relevant application administrator certifications preferred.

Responsibilities

Engineers and operates assigned business applications
Proactively addresses known application issues; works collaboratively with peers and vendors to resolve
Addresses all reported issues within defined SLAs; provides relevant status and resolution details via ServiceNow ticketing system
Participates in rotating on-call schedule that requires 24/7 support during assigned schedule
Delivers all service requests within defined SLAs; participates in the delivery of capital projects
Ensures all applications are installed and patched in alignment with information security best practices
Ensures all applications are kept current at no worse than N-1, which is one release prior to the GA (General Availability) software version
Defines and operationalizes application SOPs (Standard Operating Procedures) and run books
Trains and mentors Help Desk Technicians on how to resolve common level 0/1 application issues
Trains and mentors peer and junior level Application Support Engineers on assigned business applications
Follows organizational change management processes and ensures all configuration changes are properly approved & documented
Monitors and reports on assigned application performance metrics
Interfaces, collaborates, and fosters strong relationships with business stakeholders
Interfaces with internal and external auditors
Ensures all audit findings are remediated within agreed upon timelines
Manages vendor relationships for assigned business applications