Application Analyst Lead in Las Vegas, NV at Scientific Games

Date Posted: 2/14/2018

Job Snapshot

Job Description



The person in this position supports all Bally Technologies’ software applications and hardware.  Efficiently and effectively handle customer service inquires.  Provides prompt resolution to all support related calls.

Essential Duties and Responsibilities:
• Provide resolutions to customer issues
• Supports and troubleshoots customer and employee problems to determine if the problem is hardware, software, or procedural
• Provides functional and technical support for business applications usage, walking customers through problem solving process
• Properly document customer interactions while routing and redirecting problems to correct resources
• Escalates problems to appropriate resource and follow-ups to ensure resolution to customer satisfaction
• Follow up with customers, provide regular updates and see problems through to resolution
• Updates knowledge base on a regular basis
• Maintains a thorough understanding of the product methodology and functionality of the systems
• Utilize excellent customer service skills, defuse difficult customer situations and exceed customers’ expectations
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Participates in on call rotation

Job Requirements



Training and/or Experience:
• Flexible schedule to accommodate a 24/7/365 industry; weekends, holidays and odd hours may be required
• Three years of experience in a technical capacity related to the computer field, customer service, or casino operations
• Proven working experience in providing technical support
• Working knowledge of help desk software, databases and remote access methodologies
• Strong client-facing and communication skills via phone, email, messenger and occasionally in person
• Proficiency in English
• Customer service orientation
• Must be able to obtain and hold Gaming Registrations/Licenses for various jurisdictions
• Ability to travel is required. 15% travel is to be expected

Knowledge, Skills and Abilities:
• Excellent troubleshooting skills
• Ability to multi-task in a high pressure, fast paced environment and switch assignments at a moment’s notice
• Universal knowledge of Bally software applications
• Background in one or more of the following technical requirements: SQL Server, SQL Reporting Services, Database Administration, Java, .NET, C#, C++, Unix, AS400, and Microsoft applications knowledge preferred
• Ability to train other employees and mentor as necessary
• Display functional and technical capabilities to support more than one Bally product
• Ability to install server and client related software components safely in live production environments
• Ability to install minor fixes and service packs safely in production environment
• Creation of complex database queries that can be run in a safe manner to preserve data integrity
• Safely manipulate data to perform data cleanup projects
• Provide adequate workarounds for software deficiencies
• Basic knowledge of infrastructure including networking, physical hardware and virtual and cloud based solutions.
• Perform in depth data analysis to find variances and discrepancies
• Execute Bally product upgrades in production environments either remotely or onsite
• Perform and troubleshoot database related maintenance tasks to keep databases operating efficiently
• Fill in for other departments with similar skill sets
• Ability to support multiple Bally products
• Debug Complex code breaks
• Ability to develop and deploy complex code fixes that follow necessary regulatory processes
• 5 years of experience working with Bally related software
• Cover duties of Manager or Supervisor as needed
• Distribute work assignments to junior team members
• Provide guidance and mentoring junior team members on issue resolution
• Provide suggestions to management that better the customer experience and/or the work environment for employees
• Provides information to the supervisor/manager/director on performance of the team.
• Assisting Management with some admin and managerial duties as needed
• Observe training needs and relay training needs and requests to supervisor/manager/director

Education:
• Bachelor’s degree or equivalent customer service, gaming or IT experience

Working Conditions:
• The work conditions are representative and typical of similar jobs in comparable organizations
• Some travel, as needed

Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.  
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here: EEOC Poster.
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.