Job Description

The IT Business Services Analysts’ role, working under the guidance the Director of IT, 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.

• Provides level 3 support to the Service Desk and other IT teams for assigned systems and applications
• Provides technical support (including on-call as required) to evaluate problems and provide technical solutions for a 24x7 environment
• Maintains 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. Prepare and maintains technical user guides, functional specifications, standard operating procedures, and systems documentation.
• 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 our property.
• Patriciates in system implementations, upgrades, quality assurance and user acceptance testing.
• Maintains a working knowledge of relevant hardware and software applications, including emerging technologies
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• 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 is required; commensurate experience will be considered in lieu of degree.
• Minimum 3 years’ experience in Information Technology in the Gaming Industry.
• Certifications such as Project Management Professional, ITIL, Business Analyst Professional and/or application-specific accreditations desirable when combined with relevant experience.
• 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.
• Position is required to obtain and maintain a gaming license with the Nevada Gaming Control Board (NGCB).

Physical Requirements/ Working Conditions – Environment

• 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, fingering, grasping, talking, hearing, repetitive motions.
• Hearing sufficient to hear conversational levels in person and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, and over the telephone.
• Visual Acuity that best describes 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; visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend, 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.

SMGHA LLC will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.