Essential Duties And Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide outstanding customer service to guests and all other employees by exceeding our mission statement.
• Deliver our Five Star Experience to Guests and all Team Members by embodying our Mission Statement and Service Promise while adhering to department service standards. This entails consistency performing our service expectations of: Welcoming, Proactive, Seamless, Personalized and Valued.
• Functions as a subject matter expert and displays proficiency in supporting casino gaming applications.
• Knowledge of Casino Gaming processes and operations and understanding of gaming technologies, protocols, hardware, and functions required.
• Collaborate with internal stakeholders and vendors to ensure the usability, reliability, and performance of supported systems to meet the needs of the business.
• Troubleshoot, diagnose, and conduct root cause analysis of escalated customer issues and resolves them in a timely manner.
• Provide up to third-level support to business users and IT staff including periodic after-hours and weekend support responsibilities.
• Proactively collaborate with business stakeholders to discuss the status of open issues and ongoing projects, validate requirements, and toidentify areas of improvement.
• Partners with the IT Project Manager and vendors for system implementations and major upgrade projects to complete assigned project tasks on schedule.
• Develop User Acceptance Testing scripts and work with business users to ensure full system functionality after major system upgrades and implementations.
• Utilize Change Management Process to enact changes to production systems.
• Develop and maintain technical documentation for all gaming-related systems deployed in the Enterprise.
• Provide training to IT staff and business users on supported applications.
• Promote positive guest relations through prompt, courteous, and efficient service to co-workers, guests and vendors.
• Conduct frequent analysis of the supported systems to ensure they maintain as close to 100% uptime as possible.
• Implement approved departmental policies and procedures.
• Responsible for maintaining data privacy, security and confidentiality on all assigned systems.
• Develop, maintain and nurture a positive and safe work environment.
• Ensure compliance with all Minimum Internal Control Standards (MICS) as well as all Tribal Internal Control Standards (TICS).
• Present a positive image of the Tribal organization to its guests and vendors and to assist them as required.
• Must follow all safety policies and procedures and attend all scheduled safety meetings and training as a condition of employment.
• Perform any other duties that may be assigned from time to time.

Supervisory Responsibilities

This job does not require supervisory duties.

Education And Experience (Must Be Documented)

• High School Degree (or GED).
• Bachelor's degree in related field preferred.
• Three (3) years’ experience as an administrator of Casino Management systems.
• Experience with Konami Synkros is preferred.

Certification, Licenses And Any Additional Requirements

• Must pass periodic random drug screens.
• Must be able to pass background suitability investigation.
• Must obtain a Tribal Gaming License.
• Must obtain all other applicable certifications and licenses.
• Must provide proof of eligibility to work in the United States within 72 hours of employment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use upper extremities, including but not limited to, hands and fingers to handle, or feel; reach with hands and arms. They may be occasionally required to climb or balance, stoop, bend, push, pull, twist, kneel, crouch, or crawl. The employee must occasionally lift up to 50 pounds and/or push, pull up to 100 pounds. The employee is occasionally required use repetitive movements to complete tasks. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Employee may be occasionally required to work in low light conditions, and may be exposed to loud noise for extended periods.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Multiple locations.
• Some enterprises are open 24 hours per day, 7 days per week; therefore, you must be flexible to work any and all hours.
• Must be available for emergency calls 24/7.
• Must be available to work weekend and holidays.
• Some enterprises are gaming facilities.
• Some enterprises are not a smoke-free environment.
• Surveillance cameras and audio equipment monitor the premises recording activity throughout most of the facilities on 24 hours per day, 7 days per week basis.

Indian Preference Act

The Twenty-Nine Palms Band of Mission Indians has a resolution on file with Human Resources to ensure that Indian Preference will be adhered to in the following order in accordance with IPA:

1. Tribal Members

2. Other Native Americans

3. All other ethnic groups