Under the direction of the Manager, IT Business Services, the IT Business Services Analyst is responsible for delivering operational, product, and technology support across assigned systems and applications. This role provides advanced (Level 3) application support, combining technical expertise with analytical problem-solving to ensure system reliability, uptime optimization, and efficient issue resolution. In addition, the analyst serves as a key contributor to system implementations and upgrades, ensuring smooth transitions and ongoing performance improvements.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Provides technical support (including on-call as required) to evaluate problems and provides technical solutions for a 24/7 environment. Monitors system performance, troubleshoot complex issues, and work with IT teams and vendors to resolve problems in a timely manner.
2. Analyzes data sets using enterprise business systems to identify trends, diagnose root causes, and recommend and implements data‑driven solutions. Ensures system capabilities are fully utilized and aligned to organizational goals.
3. Fosters key business relationships with internal customers, executive leadership, external vendors, and other support functions to ensure success of products, tools, and services.
4. Analyzes current workflows and procedures to identify inefficiencies and recommend new or modified systems and processes to improve productivity and reduce costs.
5. Creates and fosters collaborative relationships within the IT team to ensure a one-team mentality on how to deliver services to the enterprise.
6. Engages with project teams to implement full-stack solutions and provides ongoing assurance of technology solutions through discovery.
7. Maintains a working knowledge of relevant hardware and software applications, including emerging technologies.
8. Participates in system implementations, upgrades, and quality assurance, including providing assistance during user acceptance testing.
9. Creates and maintains detailed system documentation, user manuals, and training materials. Conduct or schedule training sessions for end-users to ensure smooth adoption of new systems and features.
10. Participates in project planning, track progress, manage change requests through our Change Management process, and communicate status updates to team members and stakeholders. Manage complex multi department projects.
11. Performs other duties as assigned to support the efficient operation of the department.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
- Bachelor’s Degree in Computer Science, Business Administration or a related field required.
- Minimum three (3) years of experience in Information Technology required. Experience in the Gaming and Hospitality Industry preferred.
- Minimum one (1) year of experience with project management or coordination, preferred.
- Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
KNOWLEDGE, SKILLS AND ABILITIES (KSA)
- Excellent problem-solving, interpersonal communication, and project management skills are a must.
- Must have a desire to achieve excellence in customer satisfaction, process, and product quality and reliability.
- Knowledge of the internet, e-business disciplines, and standards.
- Knowledge of business systems and the ability to analyze data, identify trends and solve complex business problems, while maintaining an understanding of system capabilities and their application to the specific needs of the enterprise.
- Must be extremely detail-oriented with respect to documentation and communication.
- Strong technical verbal and written communication skills with the ability to simplify terminology that a non-technical end-user and/or senior executive can understand.
- Ability to effectively communicate with technical professionals, and a basic understanding of software architecture.
- Demonstrated knowledge and experience in creating and implementing policy and procedures.
LICENSES, CERTIFICATIONS AND REGISTRATIONS
- At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
- Certifications such as Project Management Professional, ITIL, Business Analyst Professional and/or application-specific accreditations preferred.
- As a condition of employment and shift rotations, candidates and incumbents may be required to pass pre- and post-employment screening including Live-Scan, background, drug testing, and tuberculosis (TB) testing.
- No Driving Responsibilities: Role does not require a driver’s license or insurance.
PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT
The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
- Primary work environment is in a climate-controlled office setting.
- Work requires travel to attend meetings, trade shows, and conferences.
- Incumbents may be required to work evening, weekend and holiday shifts.
- Must be able to work in a fast-paced, high-demand environment.
- Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
- Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
- Hearing sufficiently to hear conversational levels in person, via videoconference and over the telephone.
- Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
- Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
- Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
- Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
- The employee may be exposed to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
