Position Overview:
The primary responsibility of the Analyst I – IT Service Management (ITSM) is to assist with the resolution of high severity incidents, monitoring of key system events, maintenance of monitoring and communication tools. This position plays a crucial role in coordinating timely resolution of high severe incidents, post incident reviews, and root cause analysis. The role also assists in defining and maintaining operational metrics and KPIs and ensuring adherence to Incident, Event, Problem and Change processes and procedures.
All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.
Essential Duties & Responsibilities:
- Assist with the management of the life cycle of all Major Incidents from escalation to resolution.
- Assist with communications for major incidents to Information Technology (IT) and business leadership.
- Effectively communicate issues to Subject Matter Experts (SMEs) and leadership within support teams, and resolutions or work-around to the customer as appropriate.
- Monitor the infrastructure environment and application services for stability and performance to maintain 24/7 operations and resolve service impacting issues as they occur.
- Provide guidance to NOC Technicians in maintaining the NOC operations and managing daily duties.
- Participate with Post Incident Reviews, Root Cause Analysis and Problem Management.
- Document problem descriptions and detailed problem diagnosis with accuracy and best practices.
- Assist in reviewing Request for Change (RFC) records and facilitating Change Advisory Board (CAB) meetings.
- Assist in identifying potential problems and/or increasing trend of repetitive Incidents.
- Manage (creates, reviews and updates) ticketing system queue.
- Monitor key IT system health dashboards.
- Utilize Job Aides, quick action and Standard Operating Procedures as required.
- Perform all work in a manner to ensure interoperability and maintain regulatory compliance of enterprise computing systems.
Additional Duties & Responsibilities:
- Work well in both team environments and independently.
- Prioritize work in alignment with the business’s needs.
- Safety is an essential function of this job.
- Consistent and regular attendance is an essential function of this job.
- Performs other related duties as assigned.
Company Standards of Conduct
All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.
Minimum Qualifications
- 21 years of age.
- Proof of authorization/eligibility to work in the United States.
- High School Diploma or equivalent.
- An associate degree in MIS or similar technical program or acceptable industry and work experience preferred.
- Must be able to obtain and maintain a valid Nevada Gaming Control Board registration, and any other certification or license, as required by law or policy.
- 2+ years of experience in Information Technology
- 2+ years of experience in customer service.
- ITIL Foundations certification or equivalent experience working within ITIL processes is preferred.
- Training and Experience with ITSM practices (Incident, Problem, Event, and Change Management).
- Demonstrated experience in application management, system support and troubleshooting.
- Demonstrated experience in casino/hospitality applications and environment is preferred.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
Minimum Qualifications
- Excellent written and oral communication skills.
- Strong analytical and problem-solving skills.
- Ability to work in both a team environment and independently.
- Flexibly to adapt to a changing environment while under pressure
- Must be a self-starter that is reliable, punctual, and consistent with experience working in a team-oriented, collaborative environment.
- Familiarity with systems configuration, security principles, and maintenance best practices.
- Ability to communicate clearly and effectively in English, both in spoken and written form.
- Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
- Must be able to work varied shifts, including nights, weekends, and holidays.
Physical Requirements:
Must be able to:
- Lift or carry 50 pounds, unassisted, in the performance of specific tasks, as assigned.
- Physically access all areas of the property and drive areas with or without a reasonable accommodation.
- Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
- Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
- Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
- Work in a fast-paced and busy environment.
- Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.
