Position Summary:
This position will be primarily responsible for the administration of the ITSM tool for Graton IT. Building workflows and analytics on support issues, creating SLAs, dashboards and reporting to identify trends and improvements. This role will interact closely with all other IT and Business teams to develop, improve and maintain ITSM processes and follow ITIL best practices, supporting and updating the ITSM platform, workflows and automations. Other service areas include, but are not limited to, cybersecurity alert research, incident response planning, escalations and system support associated with Graton Resort & Casino's information system functionality, and other responsibilities as assigned.
Essential Functions:
1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting our values.
2. Perform responsibilities in accordance with all Graton Resort & Casino standards, policies, and procedures.
3. Assists in the review, design, and improvement of ITSM processes and procedures for the effective management and delivery of services and technologies.
4. Operate and provides day-to-day administration of the ITSM tool, following defined ITSM processes and best practices.
5. Provide written and in person training to IT personnel and business teams on ITSM processes and tools.
6. Responsible for practicing, supporting, and promoting Graton Resort & Casino's Service Standards at all times.
7. Implement and support processes and automations around provisioning, role based access, knowledge bases and reporting.
8. Collaborate with Asset Management team and support best practices on implementation and ongoing support of HAM and SAM processes within the ITSM platform.
9. This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. Duties and responsibilities may be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.
Required Qualifications:
1. Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
2. Bachelor's degree in Computer Science, Computer Information Systems, or equivalent of 4 years working in a technology role.
3. Working knowledge of ITIL and IT Service Management Processes, various reporting tools, incident/problem and call tracking systems, best practices and methodologies.
4. Experience with SQL Server, SSRS, LDAP, Mailflow and API connections.
5. Minimum two (2) years relevant PC software applications such as Microsoft O/S and MS-Office, and Visio.
6. Minimum two (2) years of experience in an ITSM role supporting platforms such as ServiceNow, Jira, HaloITSM, Zendesk or similar software.
7. Experience in managing projects effectively, and utilizing resources appropriately to ensure a timely, quality product.
8. Ability to work well in a highly team driven environment.
9. Ability to perform well under pressure.
10. Must have a valid Driving License and reliable transportation.
Physical Requirements:
1. Flexible work schedule with periodic on site presence required for meetings, trainings or planning sessions as business needs.
2. Manual Dexterity to operate job related equipment.
3. Ability to lift up to 50 lbs. with or without assistance.
