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Job Title: Technical Support Specialist
Company Name: WIlliam Hill
Location: Las Vegas, NV United States
Position Type: Full Time
Post Date: 07/21/2020
Expire Date: 09/21/2020
Job Categories: Information Technology
Job Description
Technical Support Specialist
Reporting to the IT Operations and Incident Reporting Manager, you are responsible for operating and maintaining the Computerized Bookmaking System (CBS). You will configure the system for device setup (i.e. terminals, cages, kiosks, mobile application) and supporting new application builds and upgrades.  The Application Analyst plays a role in service operations, continual service improvement, application system monitoring, application system maintenance, application build and upgrade support, and solution architecture and design.

 

What You Will Be Doing…

Recommend solutions, resolve problems associated with incidents, and updates problem records
Work with customers to fulfill service requests assigned to them within service level agreements
Special case reviews as assigned
Document best practices for resolving common incidents and service requests as knowledge articles
Assists in proactive problem management activities, identifying trends, participating in root cause analysis, and implementing assigned corrective actions
Document knowledge articles to educate customers on how to better utilize application systems to enable themselves
Develop relationships, trust, and credibility with customers and end users
Ensures CBS processes are functioning through monitoring and acting upon them according to standard operating procedures
Monitors and audits CBS application capacity, performance and resolves or escalates potential issues
Manages changes to CBS applications using normal, routine, or emergency change processes to reduce risk of availability, performance, security and compliance of business services impacted by the change
Updates the system configuration as new sites, terminals, tellers and kiosks are stood up
Performs in-depth analysis of workflows, data, application configurations, reports and interfaces
Works collaboratively with development operations staff to develop, maintain, and enhance workflows such as log database information, error messaging and user interface
Proposes, analyzes and documents innovative solutions (including vendor packages) providing cost benefit analysis and pros and cons of alternative solutions
Coordinates vendor support of applications
What You Will Need

1-3 years of experience in an application support environment 
Associate Degree in Computer Science or other related field 
Solid background in incidents, problems, requests, etc. 
Manage projects in requirements, analysis, design, system integration and testing
Understanding of workflows and process improvements
Gaming compliance requirements as they pertain to the operation of a gaming facility a huge plus
Customer service concepts and techniques\
Understanding of Technical infrastructure such as networking, data interfaces, and data workflow
Strong communication skills, both written and verbal 
 
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Contact Information
Company Name: WIlliam Hill
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