Application Analyst I

Job Description
Working with William Hill, you will be at the heart of the technological revolution with one of the world's most trusted betting and gaming companies. William Hill deals with projects ranging from desktop or mobile casinos and betting sites, to name a few. We process 500 online Sportsbook bets per second each Saturday, that's the same as the number of orders processed by Amazon UK, on its busiest day of the year. We deal with more than 20 million users daily; impressed? You can be sure there are many more challenges waiting for you.
When we say cutting edge, we mean it. Here, you can work on highly reliable systems with low latency, much like the transactional systems of the best financial institutions, but...with the fun included.
You will have access to development opportunities, including IT conferences, internal training, and lunch and learn sessions. You will be part of a great working atmosphere, performing complex work in a collaborative team of amazing people, with forward-thinking managers. You will have the opportunity to make an impact.
Responsible for operating and maintaining the Computerized Bookmaking System (CBS), as well as working with up and coming technologies. The Application Analyst plays a role in service operations, continual service improvement, application system monitoring, application system maintenance, application build and upgrade support, and solution architecture and design.
What You Will Be Doing:

• Level 1 identifies and resolves incidents and service requests within agreed service level agreements.
• Recommends solutions, resolve problems associated with incidents, and updates problem records.
• Documents best practices for resolving common incidents and service requests as knowledge base articles.
• Develop relationships, trust, and credibility with customers and end users.
• Ensures processes are functioning through monitoring and acting upon them according to standard operating procedures.
• Monitors and audits application capacity, performance and resolves or escalates potential issues.
• Helps facilitate changes to applications using normal, routine, or emergency change processes to reduce risk of availability, performance, security and compliance of business services impacted by the change.
• Updates system configurations as new sites and devices are stood up.
• Assists in the configuration and setup of applications and supporting databases.
• May Perform testing activities to ensure delivered application meets customer requirements and that minimal UAT and production defects are realized.
• Participates in meetings and project team meetings and provides status updates on assigned tasks.
• Works collaboratively with development and operations staff to develop, maintain, and enhance workflows.
• Coordinates vendor support of applications.

What You Will Need:

• Equivalent combination of industry related professional experience and education can be substituted for degree requirements.
• Two-year technology degree.
• 1-3 years of experience in an application support environment.
• Working experience in providing technology support or working in a technical capacity.
• Working experience in incidents, problems, requests and service management systems.
• Working experience with projects in requirements, analysis, design, system integration and testing.
• Working experience in process improvement.
• Knowledge of gaming compliance requirements as they pertain to the operation of a gaming facility.
• Knowledge of customer service concepts and techniques.
• Knowledge of technical infrastructure such as networking, data interfaces, and data workflow.

Essential Functions/Exposures:

• Must be able to sit for extended periods of time.
• Must be able to type and talk on the phone for extended periods of time.
• Regular attendance in the office.