The position’s primary responsibility is to provide operational, product and technology support for the assigned systems and applications. The role will primarily provide level 3 application support to the Service Desk and be a key resource on implementations and upgrades for the assigned systems and applications.Essential Duties & Responsibilities
Provide level 3 support to the Service Desk and other IT teams for assigned systems and applications.
Provide technical support (including on-call as required) to evaluate problems and provide technical solutions for a 24/7 environment.
Maintain agreed service level agreements with the business and vendors.
Maintain an understanding of system capabilities and their application to the specific needs of our business.
Remain current with system enhancements and new products and how they apply to our business.
Recommend changes to products and processes to improve the manner in which we conduct business.
Create and foster collaborative relationships within the IT team to ensure a one-team mentality on how we deliver services to the enterprise.
Participate in system implementations and upgrades.
Maintain a working knowledge of relevant hardware and software applications, including emerging technologies.
Participate in and provides assistance during quality assurance and user acceptance testing.
Prepare and maintain technical user guides, functional specifications, standard operating procedures, and systems documentation.
Perform other duties as assigned to support the efficient operation of the department.
Education/Experience/Qualifications
Bachelor’s Degree in Computer Science, Business Administration or a related field require.
Minimum three (3) years’ experience in Information Technology, preferably in the Gaming Industry.
Equivalent combination of education and experience may be considered in lieu of educational requirement.
Excellent problem solving, interpersonal communication and project management skills a must.
Must have a desire for achieving excellence in customer satisfaction, process, and product quality and reliability.
Knowledge of the internet, e-business disciplines, and standards.
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.
Certificates/Licenses/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 desirable when combined with relevant experience.
San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
