Systems Analyst

Responsibilities

• Competent technical support of various systems and applications from Park Operations, Culinary, Retail Merchandise, Games, Credit & Finance, or Marketing.
• Mid and high level (Tier 2-3) problem resolution, working with third-party vendors, deploying production fixes and enhancements.
• Work closely with IT and Business teams to identify solutions to improve system and process efficiency and productivity.
• Track and report on daily KPI's for business critical processes.
• Ensure compliance to all SEA Standards, policies, and Best Practices in regards to systems safety, security, access, controls, change, and release management.
• Escalate issues to software vendor when needed.
• Write and run SQL queries, run reports, or review logs, use web service tools, and interpret results to monitor and improve the health and performance of systems, services, and data.
• Aid in testing of resolutions, patches, and software updates.
• Create documentation and knowledge articles to ensure complex systems are well-documented for troubleshooting, audits, integration, training, and other purposes.
• Perform systems configuration for assigned applications and systems in all environments.
• Lead high severity incident calls, take the lead role in communicating, diagnosing issues, and resolving issues, and follow up with Root Cause Analysis.
• Track issues and action items to resolution using Service Now and VTFS.
• Communicate progress during daily Stand-Ups or SCRUMs and provide weekly updates/metrics to leadership on assigned tasks.
• Contribute to process and workflow improvements.
• On-call and work some weekends or after hours to ensure high-level support for the application.
• Participate in project work, project deployments, and provide hands-on installation & support services.

Qualifications

• Working knowledge of database structure language and ability to demonstrate SQL query skills.
• Excellent verbal and written communication skills with the ability to translate business requirements into User Stories and provide corresponding technical requirements.
• Proven ability to effectively communicate directly with Business Owners and Internal and External Customers.
• Demonstrated ability to understand, predict, and avoid downstream impact to changes to integrated systems and applications, understanding of when to engage other teams at integration points.
• Excellent ability to converse with vendors and external resources to maintain professional business relations in the support of our systems.
• BS Computer Science, MIS, Engineering degree or equivalent technical experience and IT certifications.
• Cultural fit as a team player with a positive attitude and strong interpersonal skills.
• Strong problem-solving and analytical skills.
• Able to identify risks, address issues, and follow change management policies.
• General knowledge and experience of SDLC and ITIL standards with application implementations, software upgrades, and hardware refreshes.
• Proven track record of customer interaction and support.
• Ability to learn new technologies quickly.
• Demonstrated organizational skills, ability to set priorities, coordinate multiple tasks simultaneously with strong attention to details.
• Knowledge of Jira or similar IT Incident/Change management systems; Knowledge of VTFS or TFS (code repository).
• Demonstrated ability and experience in providing support on business applications in the following areas: Programming Languages - C#, VB.Net, JAVA, .XML DBMS - Oracle 9.x/10.x and/or Microsoft SQL Server Powershell.
• Some (1-3 years) experience or demonstrated competency at a competent level with Point of Sale System support and peripheral device configuration and maintenance (i.e. printers, scanners, cameras, time clocks, credit/payment devices, etc.).
• Preferred to have some experience with Omnico (aka Mantra) Freedom POS, Micros 9700, Micros Simphony or other Culinary POS systems.
• Experience supporting mobility applications is a plus.
• Theme park experience is a plus.