The Application Support Manager’s role is to manage and grow the Solution Analyst team on a day to day basis covering the whole spectrum of application support and minor project delivery to a large community of users. The manager is responsible for managing the prioritization and allocation of work across the team and ensuring applications are available to the user community and to the agreed Service Level Agreements (SLA), the line management and continuous development of capability within the team. The role provides expertise in areas of application/software fixes, tuning, performance monitoring, troubleshooting, deployment, support, and documentation of standards and procedures for the administration of maintenance of all supported environments. All duties are to be performed in accordance with departmental and Las Vegas Sands’ policies, practices, and procedures. Job Requirements: QUALIFICATIONS AND PHYSICAL/MENTAL REQUIREMENTS: PROFESSIONAL EXPERIENCE AND KNOWLEDGE REQUIREMENTS: Bachelor’s degree or work experience equivalent in relevant discipline 7 years’ experience in ITIL Service Delivery and Support, preferably with a formal ITIL qualification or certification 3 years’ experience in similar team leader (or equivalent) role; management of service delivery and support application activities and resources preferred 3 years’ experience with service desk tools and workflow processes, preferably with ServiceNow 4 years’ experience in business analysis, requirements gathering and definition is preferred 4 years’ experience with variety of technology platforms (i.e., iSeries, Wintel) and hospitality/gaming applications (i.e., LMS, Infinium, ASCS) is preferred 3 years’ experience with problem and resolution management and other service delivery and support methodologies Strong understanding of ITIL change management processes Experience with casino and hospitality applications knowledge is preferred Leadership of cross-functional teams KEY CHARACTERISTICS: Strong organizational skills, customer service focus, attention to detail, and process orientation Ability to communicate clearly and concisely, both orally and in writing Communicates bi-directionally between team and upper management as well other IT groups and the business Ability to create metric to measure a team as well as team members Ability to distill and present information to business community in non-technical terminology Ability to lead and motivate and grow others Business analysis skills, with the ability to forecast implications and provide consultative recommendations and solutions Ability to set priorities, meet deadlines and manage projects Flexibly adapt to a changing environment Minimum Employment Requirements: 21 years of age, proof of authorization/eligibility to work in the United States, High School Diploma or equivalent, ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form, interpersonal skills with focused attention to guest needs to deal effectively with all business contacts, maintain a professional, neat and well-groomed appearance adhering to LVS appearance standards, maintain consistent adherence to the LVS Unmatched Guest Service Standards, work varied shifts, including weekends and holidays. Work Environment Requirements: Work in a fast-paced, busy, and somewhat stressful environment. Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines. Must be able to frequently move freely about the office, maintain manual dexterity to access computer via computer keyboard and operate office equipment, such as telephones, copiers, fax machine, etc., withstand various activities such as frequent walking, sitting for long periods and withstand prolonged standing, stretching, bending and kneeling without restriction. Be able to work indoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke, and be able to access all areas of the property. POSITION RESPONSIBILITIES: Key Responsibilities: Manage queue of service incidents to ensure timely response and effective support. Coordinate and collaborate on incidents and service requests with other Level 2 resources including Development, Infrastructure, iSeries, Systems, QA, Network, Systems, and Desk Side Support Coordinate service request activities that require multiple providers including third party contractors, client business units, and any support personnel that require parallel or serial actions. Escalate application service requests to appropriate L3 resource or vendor. Follow up to ensure timely response. Collaborate with Business Relationship Manager-BRM to negotiate and prioritize minor projects (software enablement request - SER), and collaborate with resource management for Solutions Analysts assigned to major projects. Assign application support resources to smaller scale projects that add minor functionality, enhance existing capabilities, minor package software upgrades and patches, or correct bugs depending upon scale and complexity of upgrade. Work with team to move knowledge forward to Service Desk for speed to resolution Manage delivery of minor projects to ensure they are on time and on budget. Ensure effective transition of applications from project delivery to service desk and application support. Provide advisory support for pre-project to assist BRM in assessing if project is categorized as Project or Ticket. Provide onboarding and on-going training for solutions analysts. Implement effective strategies to improve performance. Continuously build out knowledge base of application support troubleshooting resolutions and information to support intelligent decisions, self-learning, and reasoning and explanations for corrective actions taken. Analyze service requests and maintain performance metrics to identify areas for continuous improvement. Implement a strategy to execute the improvement plan. Provide status reporting and results of continuous improvement efforts. Participate in Crisis Management, continuous improvement, knowledge management and other key processes. Schedule resources to ensure 24x7 coverage of all critical LVS applications. Identify training and development needs of team members. Conduct performance reviews and development plans as defined by LVS policy. If you need reasonable accommodation to complete the on-line application, please see the Employment Center receptionist.
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