Services Specialist

Position: Application Services Specialist

Application Services Specialist

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Position Summary

This position is responsible for providing Level III Break/Fix support for the applications for which they are assigned. Serves as Subject Matter Expert (SME) for the application(s) for which they are assigned. Assists Business Technical Analysts’ with mapping business processes to existing or newly acquired applications. Works on project teams as assigned by direct supervisor and assists with the implementation of approved work requests.

Works with Business Technical Analysts to perform business impact analysis for the application(s) for which they are assigned. Works with application vendor support and professional service organizations to research, analyze, implement and test potential application upgrades, configuration changes, enhancements or bug fixes.

Primary Duties and Responsibilities

• Provides Level III Break/Fix support as defined by application service level agreements for assigned application(s)
• Participates in user acceptance testing for application upgrades, significant configuration changes or service request enhancements
• Involved in creation of documentation for respective application(s) and updating the Customer Service knowledge base
• Serves on project teams as application subject matter expert for currently assigned applications or newly designated applications in which they will be responsible
• Works with Business Technical Analysts to map business processes to application(s) for which they are responsible
• Assists in work requests and configuration changes to meet business requirements
• Identifies opportunities to leverage existing functionality in current application portfolio to meet current or future business demands
• Communicates and coordinates with other Application Support staff, business leadership and Project Management to ensure appropriate integration of processes and application modules across the property or enterprise
• Records all activity and other pertinent information for work requests, break/fix and projects for the purpose of tracking, analyzing and escalating
• Escalates issues, when necessary, to vendor service organizations and updates disposition per established internal procedures
• Provides feedback to direct supervisor on vendor support services and assists with evaluating vendor’s ability to fulfill contracted service levels

Secondary Duties and Responsibilities

• Provides enterprise wide support, as needed
• Provides 24/7 Level III on-call support for their respective applications

Minimum Education and Qualifications

• Bachelor’s Degree in Computer Science, Engineering, Business or a related field
• Demonstrated knowledge and experience with the specific application(s) for which they will be responsible
• Obtain and maintain at least one or more applicable gaming licenses in multiple jurisdictions

• Associate’s Degree in Computer Science, Engineering, Business or a related field and four years of progressive Information Systems experience
• Demonstrated knowledge and experience with the specific application(s) for which they will be responsible
• Obtain and maintain at least one or more applicable gaming licenses in multiple jurisdictions

• High School Diploma or equivalent and eight years of progressive Information Systems experience
• Demonstrated knowledge and experience with the specific application(s) for which they will be responsible
• Obtain and maintain at least one or more applicable gaming licenses in multiple jurisdictions

Competencies

• Excellent written and verbal communication skills
• Application expert in at least 1 critical business application
• Excellent customer service skills
• Root cause analysis skills

Training Requirements

• Appropriate Mohegan and MTGA regulations
• Knowledge of Mohegan corporate and department policies and procedures
• Mohegan project management process and methodology
• Mohegan timesheet categories and guidelines system
• Mohegan technical architecture and standards

Physical Demands and Work Environment

• Office work environment
• Must be able to sit in front of a computer screen for extended periods of time
• 10%-25% travel may be required for this position
• May require occasional weekend and evening work
• Must be able to work various shifts and flexible hours

Work Shift

Regular

Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.

Seniority level

• Mid‑Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Gambling Facilities and Casinos

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