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Position Summary:
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.
Primary Duties and Responsibilities: includes but not limited to:
- 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
Secondary Duties and Responsibilities:
- Provides enterprise wide support, as needed
- Provides 24/7 Level III on-call support for their respective applications
Minimum Education and Qualifications:
- 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
~OR~
- 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
~OR~
- 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
Competencies: Incumbent will master the following competencies while in this position:
- Excellent written and verbal communication skills
- Full breath of application functionality
- Understanding of applicable business process
- Fundamentals of Project Management, ITIL and COBIT
Training Requirements:
- 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
Physical Demands and Work Environment:
- Office work environment
- 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
This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan reserves the right to make changes in the above job description whenever necessary
Work Shift:
Regular
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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.
