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Position Summary:

Under general direction from the Manager of Information Technology (IT), Operations, the Applications Analyst is responsible for supporting, analyzing, and optimizing Table Mountain Casino Resort’s business applications to ensure seamless operation, functionality, and alignment with business objectives. This role involves troubleshooting software issues, implementing system improvements, coordinating with vendors, and ensuring compliance with gaming regulations. The ideal candidate will have experience with Casino Management Systems (CMS), Point of Sale (POS) software, Enterprise Resource Planning (ERP) systems, API integrations, reporting tools, and other operational applications.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

• Provide tier-2/3 support for business applications, diagnosing and resolving software, database, and integration issues affecting casino operations.
• Troubleshoot application errors and performance issues by working with internal IT teams, software vendors, and end users.
• Manage user access, role-based security permissions, and compliance settings across critical applications.
• Field incoming support requests, analyze root causes of issues, and document resolutions to improve response efficiency.
• Assist in maintaining disaster recovery plans for applications to ensure business continuity.
• Evaluate existing applications to identify areas for process automation, performance improvements, and usability enhancements.
• Work closely with department heads to gather and analyze business requirements, translating them into technical solutions.
• Assist in the implementation of software updates, patches, and new features, ensuring minimal disruption to casino operations.
• Monitor system performance and recommend improvements to enhance speed, reliability, and user experience.
• Configure and customize application settings, workflows, and user interfaces to align with operational needs.
• Familiarity with IT service management (ITSM) best practices, ticketing systems, and troubleshooting methodologies.
• Serve as the primary liaison between internal teams and third-party software vendors, coordinating issue resolution and system enhancements.
• Work with software providers to implement system integrations and troubleshoot API issues.
• Ensure all applications comply with gaming regulations, PCI DSS, GLI, and cybersecurity best practices.
• Maintain audit logs, security settings, and compliance reports for application usage.
• Develop and generate custom reports using solutions such as SQL, Power BI, SSRS, or Cognos to support operational decision-making.
• Analyze data trends and work with stakeholders to implement data-driven process improvements.
• Conduct employee training sessions on new software features, system best practices, and security policies.
• Maintain and update user guides, troubleshooting documentation, and knowledge base articles.
• Gather user feedback to improve training and support processes.
• Assist in deploying new applications, ensuring a smooth transition from legacy systems.
• Participate in IT strategy meetings and contribute to the long-term technology roadmap.
• Performs other duties as required.

Direct Reports:  None.

Access to Sensitive Areas:  All areas when accompanied by authorized personnel and/or security. 

Signatory Authority:  None.

Minimum Qualifications:

Bachelor’s degree in Information Technology or a related field or an equivalent combination of education and experience. Two (2) years of experience supporting or working with software applications (e.g., CMS, ERP, POS, etc.) in a corporate or casino environment. Strong problem-solving skills, technical expertise in application support and database management, and the ability to work collaboratively with IT teams and business users to drive continuous improvement required.  Gaming environment experience preferred. Excellent interpersonal skills, written and verbal communication, and proven analytical and problem-solving abilities are required. Must pass a pre-employment drug/alcohol screen, have a background investigation, and obtain and maintain a gaming license. 

Knowledge, Skills and Abilities:

• Knowledge of Microsoft Windows environments, SQL databases, and software integrations.
• Knowledge and familiarity with Microsoft Server software, Microsoft 365 suite, and cloud-based applications.
• Knowledge and understanding of application management (AM), IT service management (ITSM), and regulatory compliance (PCI DSS, GLI standards).
• Strong understanding of enterprise software applications, including Konami Synkros CMS, Sage ERP, Agilysys POS, UKG HRIS.
• Skill in analyzing issues, identifying solutions, and implementing corrective actions to optimize business processes.
• Ability to plan, prioritize, and coordinate software implementations across multiple departments through a change advisory board (CAB) process.
• Ability to provide strong written and verbal communication skills, with the ability to interact effectively with diverse teams and stakeholders.
• Ability to maintain confidentiality and adhere to security best practices.
• Self-motivated and able to work independently while managing multiple tasks and meeting deadlines.
• Ability to stay current with evolving enterprise software trends, casino industry technologies, and regulatory requirements.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus.  Availability for 24/7 on-call support to address critical system issues.

Work Environment:

While performing the duties of this position, the work environment is occasionally noisy and the employee will work indoors. Additionally, the employee will be exposed to cigarette smoke.

Must be able to work Nights, Weekends and Holidays