Information Technology Process Manager

Big Sky Resort is seeking a guest service driven candidate who is willing to help support the technology needs of Big Sky Resort. This position will be responsible for fostering a culture of continuous improvement by leveraging process management to drive adaptability, enhance productivity, and sustain high levels of customer satisfaction. Process management ensures the ongoing optimization of core operations, enabling the organization to remain agile.

ESSENTIAL DUTIES and RESPONSIBILITIES

• Evaluate and analyze current business processes to uncover inefficiencies, bottlenecks, and opportunities for improvement. 
• Design and implement innovative strategies aimed at optimizing workflows, reducing operational costs, and enhancing overall quality. 
• Capture reported incident information and create/update appropriate incident(s) in FreshService and other ITSM systems. 
• Perform initial incident assessment and troubleshooting; update incident before reassigning the request. 
• Maintain good vendor relationships and use/improve vendor support processes as needed. 
• Create and maintain comprehensive process documentation to ensure clarity, consistency, and alignment across all teams at Big Sky Resort and Boyne IT. 
• Lead cross-functional initiatives focused on continuous improvement, ensuring process enhancements are in line with broader business objectives. 
• Track and interpret key performance indicators (KPIs) to measure the success and impact of process improvements. 
• Identify and integrate new technologies and tools to automate manual tasks and streamline operations. 
• Conduct regular audits to ensure processes remain compliant with regulatory standards and internal policies. 
• Deliver training and ongoing support to team members to ensure successful adoption of new processes and adherence to best practices. 
• Is an entry point of contact for defined IT support issues, queries and requests.  
• Occasionally perform resolutions for IT incident requests. 
• Acknowledges, classifies, owns, and actions these inquires. 
• Coordinates with other support teams to get matters arranged, explained, and coordinated. 
• Strives to understand business context of the solutions it supports. 
• Perform special projects and other duties as assigned. 

COMPETENCIES: 

The ideal candidate has the following competencies: 

• An understanding of concepts such as ITSM, Asset Management, Change Management, Problem/Incident Management, Request Management. 
• Knowledge and experience with Microsoft desktop operating systems, Microsoft365 applications suite, and Active Directory. 
• Basic understanding of DNS, DHCP, IP addressing, local area networking and connectivity troubleshooting. 
• Ability to set priorities and adapt to changes in a quick, professional manner. 
• Ability to use discretion when handling confidential information. 
• Utilizes logic and deductive reasoning to diagnose and solve complex problems. 
• Organized and self-motivated. 
• Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. 
• Quality - Demonstrates accuracy and consistency.  
• Dependable – begins shift on-time and follows instructions. 
• Proven capability to assess complex processes, identify inefficiencies, and develop effective, data-driven solutions. 
• Ability to use logic, vendor support, reference manuals, Internet resources, and documentation to solve problems is required. 
• Able to clearly convey ideas, facilitate collaboration, and build strong working relationships across cross-functional teams. 
• Experience leading or supporting process improvement initiatives, with a solid grasp of planning, execution, and stakeholder engagement. 
• Strong understanding of IT systems, infrastructure, and operational workflows, enabling informed decision-making in technology-driven environments. 

Working Conditions and Environment: 

• Weekend, after hours and Holiday work may be required  
• May be asked to fill operational support gaps. 
• Working environment can include dirty, dusty, damp, dark, hot and cold conditions. 
• Ability to ski or ride to on-mountain locations. 
• Appropriate equipment will be provided for hazardous conditions. 

• Require a minimum of High School diploma or equivalent.   
• Requires 4 years of related work experience or 2 years of experience in Big Sky IT. 
• Computer literacy and proficiency with Microsoft Windows and Microsoft Office applications are required. 
• Valid driver’s license with an acceptable driving record for company insurance purposes. 
• Ability to ski or snowboard at or above the beginner level to perform on-mountain tasks. 

Physical Demands:

• Ability to lift up to 20 lbs, 40lbs assisted.
• Ability to use common technician hand tools.
• Ability to communicate verbally with public, customers and employees.
• Ability to read manuals, documentation and computer screens.
• Ability to operate a motor vehicle.

Be a part of our full-time year round team and enjoy these great benefits!  

• FREE Golf Pass for you, your spouse and dependents 
• FREE Bike Haul/Scenic Lift Pass for you, your spouse and dependents  
• FREE Ski Pass for you, your spouse and dependents 
• FREE Basecamp activities including zip line courses and discounted passes for spouse and dependents  
• Steep Lodging discounts for accommodation for friends and family (blackout dates apply)  
• 25% - 50% off Food discount at all outlets with charging privileges 
• 20%-30% off Retail discount at all outlets with charging privileges, gear and sponsor discounts  
• Eligibility for affordable employee housing, a short walk or free bus ride away from work   
• 401k and Health benefits for you and your family