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Job Title:   Application Support Engineer
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MGM Resorts International Operations
715023
Information Technology
21 and over
10
 

JOB DESCRIPTION:
  • Receive and resolve escalations from the Operations Center Analysts.
  • Receive and resolve application escalations from Tier 1 third party vendor’s personnel.
  • Provide Subject Matter Expertise (SME) level of application level issues.
  • Responsible for attending project meetings as required.
  • Responsible for understanding system/application topology to include interfacing systems.
  • Responsible to attend strike teams as an escalation point.
  • Responsible for providing KBA’s.
  • Responsible to assistance as required in providing Frequently Asked Questions (FAQ) and responses from Tier 1 & Tier 2.
  • Responsible for creating and maintaining documentation related to applications and application issues.
  • Responsible for documenting issues that are awaiting code releases to resolve.
  • Responsible for attending training on applications and technical skills.
  • Works with IT groups, Vendors and Business users.
  • Escalates issues for resolution (and provides follow-up) to Tier 3 (MGM Enterprise Architecture, In-house Development staff, Infrastructure Engineering, OEM and application vendors).
  • Performs other job related duties as assigned.

JOB REQUIREMENTS:
Required: 
  • At least 4 years experience in Information Technology preferably with a strong technical understanding of the various hardware, software and networking systems being supported.
  • At least 4 years in an application and network support role with a demonstrated track record of development of more and more complex solutions.
  • Project management skills including project planning, structure, discipline, execution and follow through.
  • Ability to handle multiple tasks, to prioritize, and demonstrate excellent follow-through oneach task assigned.
  • Experience with corporate source systems/files (i.e. Payroll, Human Resources, General Ledger, Hiring/Employee Processing, Inventory & Purchasing, Vendor Payments and Time & Attendance).
  • Understanding of ITIL processes.
  • Have in-depth understanding of system error messages and resolve system related problems.
  • Excellent customer service skills.                     
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • High School diploma or equivalent.
  • At least 4 years of Information Systems experience working with the following systems: IBM AS400 series, AIX, UNIX, Windows and Sun Micro systems, TCP/IP and SNMP network protocols.
  • Experience with multi source system databases (e.g. DB2, SQL Server, or Oracle).
  • Able to effectively communicate in English, in both written and oral forms.

Preferred:

  • Bachelor Degree in Information Systems/Technology, Computer Science, Computer Engineering or a related field.
  • Major Operating System Engineer level certification (MCSE, AIX, OS400, etc.).
  • Vendor accessed certification is a hardware platform (DCSE, HP, IBM, etc.).
  • Experience with at least one of the following systems: Opera, LMS, Infogenesis, Patron Management, SpaSoft, TIBCO, Spotfire, Epicor, and/or Stratten Warren.
  • Experience working with Infinium BOH Applications or other iSeries BOH applications ie: Lawson Iris.
  • Previous experience working in a similar resort setting.

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