Application Support Analyst II

I’m interested


Las Vegas, NV

Contract type


Job description

The Application Analyst is responsible for operating and maintaining the Computerized Bookmaking System (CBS). Configures 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. 

The Day to Day...

  • As Level 2 & 3 support, identifies and resolves incidents within agreed service level agreements
  • 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
  • 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

What You Will Need...

  • 3-8 years of experience in providing technology support or working in a technical capacity
  • B.S. Degree in Computer Science or related field 
  • Linux/Unix knowledge
  • NoSQL models and applications
  • Working experience in incidents, problems, requests and service management systems
  • Working experience with projects in requirements, analysis, design, system integration and testing
  • Working experience in process improvement
  • Knowledge of gaming compliance requirements as they pertain to the operation of a gaming facility
  • Knowledge of customer service concepts and techniques
  • Knowledge of technical infrastructure such as networking, data interfaces, and data workflow