Application Support Analyst

Oneida Innovations Group is a tribally-owned enterprise of the Oneida Indian Nation, an innovative and experienced Indian Nation owning and operating several multifaceted business enterprises, each focused on delivering exceptional customer experiences and service.

We are currently seeking an Application Support Analyst to join our team. This position will p rovide technical support and expertise for enterprise software applications, ensuring system functionality, resolving user issues, and maintaining system performance. Acts as a liaison between end users and IT teams to troubleshoot problems, implement updates, and support process improvements that enhance application efficiency and user experience for various business units throughout the organization including Turning Stone, YBR and Point Place Casinos, Maple Leaf Markets, and SavOn Convenience Stores as well as our golf courses, off-site properties, police department, and other entities.

• Works collaboratively with vendors and Business Clients to ensure that systems and business requirements/needs are met.
• Develops strong working relationships with Business Clients, and all other departments within the IT Organization.
• Effectively identifies, documents, and communicates business requirements to the rest of the IT organization.
• Provides application troubleshooting and problem resolution to the applications assigned.
• Acts as subject matter expert in assigned area on all projects assigned and provides timely feedback on assigned tasks.
• Ensures stability and develops roadmaps for all assigned applications.
• Continually monitors and resolves application issues.
• Escalates unresolved application issues to 3rd Level support in a timely manner.
• Assists and supports evaluations, development, and implementation of department policies and procedures.
• Keeps current with new technologies and solutions by attending mandatory technical training, seminars, workshops, and/or related academic courses as required.
• Maintains and develops user-friendly documentation to ensure proper use of an application.
• Maintains a positive working relationship with software vendors to ensure timely installations and problem resolution.