IT Application Support Analyst

2 weeks ago

Lenexa, Kansas, United States Choctaw Resort Development Enterprise Full time

The role of the IT Application Support Analyst is to provide assistance to internal users within the organization regarding the effective utilization of various software applications to achieve business goals. This encompasses diagnosing and resolving software-related issues for all internal stakeholders, including operational teams, development units, and other departments. The IT Application Support Analyst is also tasked with contributing to the design, implementation, and enhancement of training programs for in-house software applications and associated instructional materials.

Choctaw Resort Development Enterprise associates are expected to consistently...

Foster a safe working environment by adhering to established safety protocols, identifying potential safety risks, and reporting them to the appropriate personnel for resolution.

Uphold a professional reputation for the department, the organization, and the community.

  • Develop and implement feedback systems for end users. Analyze the feedback, recommend improvements for support processes, and execute necessary changes.
  • Review documented solutions and assess trends to identify opportunities for preventing recurring issues.
  • Conduct research on software application products and services to support development and procurement initiatives.
  • Assist in the testing of both new and existing software applications that are under development or being considered for acquisition.
  • Manage incoming support requests from users to resolve software and application-related issues across servers, databases, and other critical systems.
  • Document all relevant user identification details, including name, department, contact information, and the nature of the issue.
  • Prioritize, schedule, and oversee all instances requiring enhancements and defect resolutions.
  • Perform hands-on troubleshooting at the desktop level, including software installations and upgrades, hardware installations, file backup implementations, and system configurations.
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, until final resolution.
  • Communicate application issues and concerns to key stakeholders, including management, development teams, end users, and departmental leaders.
  • Test solutions and conduct follow-ups post-resolution to ensure that issues have been adequately addressed.
  • Maintain and improve the performance of all new and existing software applications throughout the organization.
  • Identify and familiarize oneself with the software applications utilized and supported by the organization.
  • Collaborate with department heads to evaluate departmental training needs and objectives related to applications.
  • Engage in the design, development, and delivery of training programs and individual classes for software applications.
  • Post software updates, drivers, knowledge bases, and frequently asked questions resources on the company intranet to aid in problem resolution.
The above statements are intended to outline the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel classified in this role.

AGE and GAMING:

Must be 21 years of age or older.

Gaming property - Must be able to obtain and maintain a gaming license as required by regulatory authorities.

EDUCATION and/or EXPERIENCE:

A four-year college diploma or university degree in Computer Science, Information Systems, or 5-7 years of equivalent work experience. Experience may substitute for education.
  • Extensive, hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft Excel, Word, SharePoint, and Project.
  • Demonstrated experience with troubleshooting principles, methodologies, and resolution techniques.
  • Comprehensive knowledge of programming languages and techniques, including SQL and API.
  • Able to create and interpret technical documentation for training and end-user procedures.
  • Awareness of trends in technology related to software applications.
  • Experience in building and maintaining databases for query and issue tracking.
  • Strong understanding of the organization's goals and objectives.
SPECIAL QUALIFICATIONS:

Experience with core software applications, including SAS, LMS, CMS, and other relevant systems. Experience working with IT applications is essential. Familiarity with the Casino and Hospitality industry is preferred.

LANGUAGE SKILLS:

Excellent written and verbal communication skills. Strong listening and interpersonal skills. A customer-service-oriented approach. Ability to convey ideas in both technical and user-friendly terms. Ability to conduct research into application issues and products. Highly self-motivated and directed with a keen attention to detail. Ability to effectively prioritize and execute tasks in a high-pressure environment. Experience working in a collaborative, team-oriented setting.

REASONING ABILITY:

Ability to identify problems, gather data, establish facts, and draw valid conclusions. Ability to interpret a wide variety of technical instructions in mathematical or diagram form and manage several abstract and concrete variables.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by the Associate to successfully perform the essential functions of this job.

Essential duties for this position include, but are not limited to, the following: ability to sit for extended periods exceeding four (4) hours. Safely lift and/or move up to twenty-five (25) pounds occasionally, as well as frequently walk, sit, and perform functions with each hand and arm. Repetitive bending, kneeling, stooping, pushing, and pulling will be required throughout the shift. Excessive use of computers may lead to eye strain during the assigned shift. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job.

The noise level in the work environment is typically moderate. When on the casino floor, the noise level may increase to loud. Associates may be exposed to tobacco smoke in designated areas.

Due to the unpredictable nature of the hospitality and entertainment industry, Associates must be flexible to work varying schedules to meet the business needs of the organization.

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