Position Title: F&B Application Analyst

Reports To: IT Manager

Supervises: None

Summary of Position: This position is responsible for the end user support of all business system applications including, but not limited to, the hotel management system, casino management system, and specializing in food & beverage/retail/box office management and point of sale systems. Prioritizes point of sale user requests such as system access cards, user accounts for point of sale reporting, menu/item additions, removals, and changes, gift cards, menu function creation and testing. Installs and configures all point of sale hardware and peripherals, troubleshoots connectivity and other POS hardware problems, and escalates difficult issues to the vendor(s) and/or upper level IT support for assistance as necessary. Must have effective customer service skills as this position has regular indirect external customer contact and direct internal customer contact. Monitors the IT helpdesk for assigned user requests. Provides standard IT helpdesk support including assisting end users with creating network/email and application user accounts, providing support with setting up and configuring accounts/email on the applicable end user workstations, unlocking accounts, resetting passwords, troubleshooting and supporting other hardware including phones, printers, computers, TVs, peripherals, etc.

1. Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:
   • Performs work related to the software systems for IMG and Casino Apache, specializing in Food and Beverage, Retail, and Box Office (concerts/events) systems
   • Performs work related to the hardware systems for IMG and Casino Apache, specializing in the Point of Sale systems and peripherals (monitors, cash drawers, credit card devices, scanners, customer displays, kitchen displays, printers, etc.)
   • Performs work relating to the backend POS application to reviews transaction logs, reports, errors, and other applicable information to analyze data within the POS system to address difficult inquiries submitted by Accounting and/or Management
   • Performs work related, but not limited, to our casino management system, financial systems, hotel management system, F&B management system and point of sale system, and other applicable business systems
   • Performs work for upgrades, troubleshooting, and new installations of hardware and software

• Resolves end user application software issues and IT service requests
• Performs work and supports the IT Department documentation, policies, procedures, and records
• Performs work to support the IT Helpdesk including by phone, email, and web portal
• Performs work to support hardware and software inventories
• Performs work and accountable to all projects and tasks assigned
• Performs other requested work related to IT Department responsibilities as instructed by IT management
• Performs work with security and access levels of all user accounts related to Active Directory, Email System, and applicable software systems
• Supports requirements for all aspects related to IT emergencies in addition to standard and non-standard daily IT Operations
• Supports requirements for all IT recoveries and protocols
• Supports requirements for escalation procedures
• Ability to work effectively with equipment/software vendors
• Maintains security, integrity, and compliance of network and systems
• Maintains Confidentiality

2.     Supervisory Responsibilities

• None

3.     Education and/or Experience Requirements

• High school diploma and/or technical trade school certification or higher
• 2 or more years’ experience with configuring, troubleshooting, monitoring, and assisting end users with various software applications, preferably in a Casino environment
• 1 year or more experience with at least three or more of the following: hotel management systems, casino management systems, food & beverage management systems, point of sale systems, purchasing and inventory control management systems, and software systems related to Casino business operations. Experience with InfoGenesis, Visual One, and OASIS 360 is a plus
• Required to be “on call” for 24 hour availability
• Required to adhere to all business and IT policies and procedures

• Must have a strong customer focus and demonstrate ability to work well within a team environment and independently
• Committed to providing a high level of customer service ensuring satisfactory resolutions
• Must work well under pressure with strong multi-tasking skills
• Excellent written and oral communication skills
• Previous experience   with   Casino/Hotel   Resort   business   operations and application management systems desired
• Previous experience with accounting, payroll, purchasing, receiving, and inventory controls with retail and F&B desired
• Mescalero Apache Tribal preference, bicultural experience preferred
• Must meet and maintain MATGC licensure and CJIS training requirements
• Must have negative drug/alcohol test

4.     Physical Demands:

• While performing duties of this position, the team member may be required to be on his/her feet for extended periods
• While performing duties of this position, the team member may be required to sit for extended periods
• Frequent use of the computer is required and may cause eye strain/fatigue
• The team member may be making bodily movements such as bending, stooping, squatting, crawling, standing, sitting, climbing, etc. in addition to fine motor skills including reaching, grasping, touching, and manipulating objects with their hands/fingers, etc.
• The team member may be required to talk and to hear
• While performing the duties of this position, the team member may have to lift and/or move up to 50 pounds frequently
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position

5.    Work Environment:

The characteristics described here are representative of those a team member may encounter while he/she is performing the essential functions of this position. The noise level in the work environment is loud with bright flashing lights. The team member may be exposed to second-hand smoke. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

6.     Performs other duties as assigned.