Gaming Support Analyst

Job summary

The Support Analyst provides Tier II technical support for core business systems and acts as a central point of contact for vendors and internal users. They are also responsible for system administration, documenting processes, and providing on-call support.

Job details

Description We are currently hiring for an Operations Support Analyst in Winnipeg to provide Tier II support to WCLC’s core systems, applications and the teams that utilize them. As part of our Operations team the Support Analyst is responsible for ensuring the availability of our systems as well as providing recommendations for infrastructure initiatives. Key Accountabilities and Responsibilities * Provide Tier II technical support to core business systems and applications * Act as central point of contact for vendor and internal users * Provide technical recommendations for initiative and project work * Administration of core business systems * Provide direct support to the Operations Draw Administration team including shift coverage * Document processes and train the Operations team on new procedures, system changes, and best practices. * Provide on-call support for core systems Education and Professional skills/knowledge * Post-secondary education in a computer related field or equivalent education & experience * Experience in Tier 2 support and escalation processes. Preference to those with experience in ServiceNow and JIRA * Experience with maintaining and supporting a Linux environment with knowledge of Bash scripting * Experience in maintaining Oracle and SQL databases * ITIL knowledge/certification would be an asset * Excellent analytical and critical thinking skills with the ability to make sound decisions * Strong interpersonal and team building abilities * Lottery experience and SGINET lottery application experience is an asset Who we are You may not be very familiar with WCLC, but you’re almost certainly familiar with the products we help bring to players throughout the Prairie Provinces and the North every day; lottery games like LOTTO 6/49, SPORT SELECT, and dozens of instant scratch tickets. WCLC is the non-profit organization authorized to manage, conduct, and operate lotteries – at retail and online – and other gaming-related activities for the governments of Alberta, Saskatchewan, and Manitoba as well as the Yukon, Northwest Territories, and Nunavut. We entertain our players while building the future of lottery – delivering innovative, responsible, and trusted experiences that provide growing value for our provinces and territories We know it’s our people that make this possible, which is why we invest in building talented, adaptable, and accountable teams who are proud to live and work in our region. We offer a challenging, collaborative work environment, competitive benefits, and a good work-life balance. We’d love to talk to you about how you fit into that.

What you’ll do

The Support Analyst provides Tier II technical support for core business systems and acts as a central point of contact for vendors and internal users. They are also responsible for system administration, documenting processes, and providing on-call support.

Requirements

Candidates must have post-secondary education in a computer-related field and experience in Tier 2 support and escalation processes. Proficiency in Linux, Bash scripting, and database management (Oracle/SQL) is required.

Benefits

• Competitive benefits

Listed skills

• SQL · Preferred
• interpersonal skills · Preferred
• Jira · Preferred
• Critical Thinking · Preferred
• Oracle · Preferred
• Linux · Preferred
• Team building · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Tier II technical support
• ServiceNow
• JIRA
• Linux
• Bash scripting
• Oracle
• SQL
• ITIL
• Analytical skills
• Critical thinking
• Interpersonal skills
• Team building
• Lottery systems
• SGINET
• Technical Support
• Bash (Scripting Language)
• Business Systems
• Critical Thinking
• Innovation
• ITIL 4
• Operations
• SQL (Programming Language)
• Team Building

Job areas

• Technology
• Customer Service & Support
• Software
• Support Analyst
• Decision Support Analyst
• Management and Organization Analysts
• Operations Research Analysts