I. BASIC PURPOSE / JOB BRIEF:

The Senior Technical Support Specialist is responsible for providing advanced second-level onsite support for network, database, system, and IT Service Management (ITSM) platform administration within the casino integrated resort. This role also serves as the ITSM Tool Administrator, responsible for the administration, configuration, maintenance, governance, and continuous improvement of the organization's ServiceNow platform. This role plays a critical part in ensuring the stability, performance and security of IT operations by leading troubleshooting efforts, conducting root cause analysis, and coordinating with third level support and external vendors. The senior TSS also drives continuous improvement initiatives, mentors junior team members and upholds high standards of customer service to support business continuity and operational excellence.

II. MAJOR RESPONSIBILITIES AND DUTIES:

Application Support:
  • Perform root cause analysis of application failures or unexpected behaviour
  • Escalate complex issues to level 3 support
  • Monitor application health, availability and performance using prescribed monitoring tools

Database Support:
  • Provide higher support for database-related issues, ensuring database performance, integrity, and security.
  • Perform routine maintenance tasks such as backups, updates, and patching.
  • Assist in database design, development, and optimization as required.

System Support:
  • Diagnose and resolve hardware and software issues on servers, desktops, and other devices.
  • Ensure regular maintenance and updates of operating systems and applications.

Incident and Problem Management:
  • Respond to and resolve technical incidents and service requests in a timely manner.
  • Document incidents, solutions, and maintain accurate records in the incident management system.
  • Escalate complex issues to third-level support or external vendors when necessary.

Customer Service:
  • Provide excellent customer service and support to all resort staff, ensuring minimal disruption to business operations.
  • Communicate effectively with end-users to understand and resolve their technical issues.

Other Responsibilities:

Compliance and Security:

  • Assist in implementing and maintaining security protocols to protect sensitive information.

  • Participate in audits and provide necessary documentation as required.

Project Participation:

  • Assist in the planning and execution of IT projects.

  • Collaborate with cross-functional teams to implement new technologies and upgrades.

  • Provide technical support and expertise during project deployments.

Events and Alert Management:

  • Manage the lifecycle of alerts, ensuring prompt identification, acknowledgment and resolution

  • Provide trends analysis reports to support capacity planning, availability management and operational reviews

  • Track alert resolutions and identify areas for improvement

  • Ensures actionable alerts are escalated

ITSM Tool Administration:

  • Administer, configure, and maintain the ServiceNow platform, including user administration, roles, groups, workflows, forms, catalogs, knowledge base, and service request processes.

  • Ensure platform availability, data integrity, security, and compliance with IT governance standards.

  • Coordinate ServiceNow upgrades, patches, testing, and release activities.

  • Develop and maintain reports and dashboards to support IT service performance and continual service improvement.

  • Work with stakeholders to implement enhancements, automation, and process improvements aligned with ITIL best practices.

III. JOB SPECIFICATIONS:

Educational Requirement:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Experience Requirement:

• Minimum of 3 years of experience in a technical support role, preferably in a casino or hospitality environment.
• Proven experience with network, database, and system administration.
• Experience administering and supporting ServiceNow or a comparable enterprise ITSM platform.

Skills and Attributes:

• Leadership Skills:
  • Excellent analytical and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Customer-focused with a strong service orientation.

• Technical Skills:
  • Strong knowledge of networking protocols, database management systems, and operating systems.
  • Proficiency in troubleshooting hardware and software issues.

• Other Qualifications:
  • ServiceNow Certified System Administrator (CSA) certification is required
  • Additional certifications such as CompTIA Network+, CCNA, Microsoft Certified Systems Administrator (MCSA), ITIL Foundation, or equivalent are an advantage.