Application Support Engineer

POSITION OVERVIEW

The Application Support Engineer will be responsible for the implementation and maintenance of all information technology systems and infrastructure at Fontainebleau Las Vegas. This position provides second and third level support to resolve any operational concerns with the application in accordance with established SLAs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Partner with business operations and software vendors to troubleshoot new and reoccurring problems to resolution
• Partner with business owners to define and improve business requirements and systems goals and identify and resolve systems issues
• Participate in the implementation of new applications and enhancements to existing applications
• Responsible for attending project meetings and facilitating meetings as required
• Responsible for understanding and documenting system/application topology, system integrations, application issues awaiting code or bug fixes, enhancements, application version release notes
• Participate in building a robust knowledge base, authoring content, maintaining existing content and promoting the use of self-service to Members
• Implement process enhancement and major feature upgrades to relay to business/project sponsors
• Partner with IT Members and vendors to resolve system issues and determine root cause
• Maintain disaster recovery plans and procedures to ensure the business can continue in the event of a system failure or other incident
• Perform root cause analysis of problems and incidents associated with applications and services within the system environments
• Implement technical solutions that provide high availability of all applications installed
• Interact directly with other departments within IT as appropriate to ensure prompt and high-quality resolution of issues
• Ensure that required application versions/licensing is maintained and updated
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor’s degree in computer science or related field, or equivalent work experience and/or equivalent combination of education and experience
• Working knowledge of gathering requirements from stakeholders and translating those requirements to evaluate and implement software solutions
• At least two (2) years in an application and network support role, with experience managing and supporting a team of IT professionals and a demonstrated track record of deploying and support of more complex solutions
• Working knowledge of managing vendor relationship for assigned projects
• Working knowledge in producing requirements, product, and pricing analysis
• Previous experience working in a large, luxury resort setting preferred
• Experience with deployment and support of complex hospitality and casino systems (i.e.: Enterprise ERP systems, Casino Gaming systems, Hotel PMS, Hotel Key Systems, Point-of-Sale systems, Guest Room Technology, & complex multi-system integrations) preferred
• Working knowledge in IT project implementation or project management preferred
• Knowledge of system security and maintenance preferred
• Understands customer dynamics and needs at all levels (end-user to executive) preferred
• Excellent communication and interpersonal skills
• Strong technical knowledge of IT systems and infrastructure, including hardware, software, and network systems
• Ability to review and comprehend all necessary documentation.
• Experience with enterprise system databases (e.g., Oracle, MS SQL Server, or MySQL)
• Ability to work independently in a fast-paced, multiple project environment, with limited supervision and as part of a team
• Strongly exhibit good customer service skills
• On-call rotation within IT group and attend strike teams as an escalation point
• Understanding of ITIL processes
• Ability to manage a diverse group of employees to form a cohesive team and to delegate and organize workflow
• Strong organizational skills and attention to detail with the ability to set clear priorities in a fast-paced environment
• Must be willing and able to work a flexible schedule to include holidays, nights, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.