IT Marketing Operations Support Specialist

IT Marketing Operations Support Specialist position is responsible for providing superior service to both internal and external guests. The team member in this role provides project management, vendor relations and superior problem diagnostic skills. This role is responsible for successful property installations and on-going application support for various marketing products.

• Provides expertise and implementation services on new software and hardware installations for supported marketing products in conjunction with the IT Product owners.

• Provides project management skills on simple to moderately complex projects.

• Participate in project management to include user communication, planning, design, implementation & support.

• Participate in development of work schedules to coordinate with overall departmental and development project plans.

• Effective communication with vendors and internal teams including scheduling, training and project implementations.

• Ensure systems meet the business needs of users by acting as a liaison with user representatives and users regarding system change requests and specific business requirements design.

• Participate in Q & A of applications, updates, upgrades, patches and hot fixes required for Key Marketing Systems in our production environments.

• As part of a testing team, may assign and schedule available staff to ensure testing assignments are successfully completed on time according to the plan, reporting any variances to supervisor.

• May perform daily supervision of a cross-functional testing team, where appropriate, in creating simple to moderate test scripts, preparing test data, testing and reporting test results to programming and to management.

• Demonstrate knowledge of defects and issues. Can recognize a defect, a user error, training issue, data issue, etc. in the testing context.

• Provides support for marketing products by effectively managing service calls, problem reporting, problem research, problem diagnosis and problem resolution. Effective management of the process by means of documentation, problem diagnosis, problem resolution and follow-up support also comprise job functions.

• Provide support for incidents reported by end-users, escalating where necessary to the appropriate department or vendor and communicating final resolution to clients and users.

• Supports Business operations on rotational schedule for issues occurring during non-standard working hours.

• Demonstrates a thorough understanding of the supported marketing products and their operational functions, including how to problem solve for common business support items.

• Develops and administer communication of program enhancements, reminders and ongoing technology changes.

• Coordinate, analyze and schedule system change requests with business users and in conjunction with the IT application owner.

• Advise user departments in the development and/or change of departmental procedures.

• Develop user and procedural documentation for the supported marketing products.

• Self-motivated to acquire systems & applications knowledge.

• Ability to perform assigned duties under constant time pressures and multi-task.

• Ability to perform assigned duties in an interruptive office.

• Ability to analyze and interpret departmental needs and results.

• Ability to solve complex problems.

• Ability to communicate effectively to all levels within the organization.

• In depth knowledge of Microsoft Office Suite applications required.

• Basic knowledge of project management techniques required.

• Broad variety of tasks and deadlines require an irregular work schedule.

• Travel required.

• Experience in hardware installation and diagnostics preferred.

• Working knowledge in a casino environment is preferred.

• Understanding of CET core marketing systems preferred.

Additional Requirements:

• College degree or equivalent work experience required.

• At least three years’ experience in an IT role with 1+ years’ experience in implementation and testing required.

• Must be able to obtain a valid gaming license in regulated jurisdictions.