Application Analyst II

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.
What You Will Do:

• As Level 2 & 3 support, identifies and resolves incidents within agreed service level agreements.
• Recommend solutions, resolve problems associated with incidents, and updates problem records.
• Work with customers to fulfill service requests assigned to them within service level agreements.
• Special case reviews as assigned.
• Document best practices for resolving common incidents and service requests as knowledge articles.
• Assists in proactive problem management activities, identifying trends, participating in root cause analysis, and implementing assigned corrective actions.
• Document knowledge articles to educate customers on how to better utilize application systems to enable themselves.
• Develop relationships, trust, and credibility with customers and end users.
• Ensures CBS processes are functioning through monitoring and acting upon them according to standard operating procedures.
• Monitors and audits CBS application capacity, performance and resolves or escalates potential issues.
• Manages changes to CBS 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 the system configuration as new sites, terminals, tellers and kiosks are stood up.
• Works with customer/business area to understand and document requirements, specifications, and business case for new or enhanced applications.
• Identifies, documents and resolves risks, defects, and issues throughout the project.
• Assists in the configuration and setup of the applications and supporting databases.
• Performs testing activities (e.g. developing test plans, determining test case, reporting test results and defects) to ensure delivered application meets customer requirements and that minimal UAT and production defects are realized.
• Provides education to users, service desk staff and other support personnel, may lead to training in certain circumstances Participates in user meetings and project team meetings and provides status updates on assigned tasks.
• Performs in-depth analysis of workflows, data, application configurations, reports and interfaces.
• Works collaboratively with development operations staff to develop, maintain, and enhance workflows such as log database information, error messaging and user interface.
• Proposes, analyzes and documents innovative solutions (including vendor packages) providing cost benefit analysis and pros and cons of alternative solutions.
• Coordinates vendor support of applications.

What You Will Need:

• 3+ years of experience in an application support environment
• Bachelor's degree in Computer Science or other related field
• 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

About Us
Behold! Caesars Sportsbook is here, and we're proud to be a part of Caesars Entertainment-the number one gaming company in the world with over 80 years of sports betting expertise.
At Caesars Sportsbook, we believe all our Team Members should be treated like Caesars. It's the mantra we were founded on, and the standard that drives us to provide our customers with best-in-class service.
As we continue to Blaze The Trail with our Caesars Sportsbook & Casino app, the expansion of our Caesars Sportsbook retail locations, our World Series of Poker franchise, our William Hill legacy brand, and partnerships with the biggest names in sports and entertainment, we're creating new and exciting opportunities for you to be a part of our empire and make an impact.
Interested in joining the team? Check out our job postings and see what we have to offer, people. And remember-We Are All Caesars!