IT Systems Analyst Manager

AGE REQIREMENT: 21 years or older

Position Summary:

Responsible for overseeing, supporting, and optimizing Isleta Resort & Casino’s Gaming, Financial, Resort, Point of Sale (POS), and Human Resource systems to ensure operational efficiency and system reliability. Collaborates with business stakeholders to gather and analyze requirements, evaluate workflows, and recommend technology-driven solutions that align with organizational goals. Performs process analysis, system integration support, troubleshooting, and prioritization of IT initiatives to improve performance, scalability, and user experience. Provides strategic direction for system enhancements, manages cross-functional projects, and ensures compliance with organizational policies, security standards, and operational best practices. Promotes and exhibits World Class Guest Service to all the Isleta Resort and Casino employees and guests.

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

•             Designs, implements, administers corporate application systems and performs advanced level support.

•             Evaluate business processes and recommend technology-driven solutions aligned with organizational goals

•             Ensures the integrity, functionality, and security of all assigned applications.

•             Responsible for ensuring 100% compliance with system backup and internal controls including regular monitoring of backup jobs for success, failures, and/or problem mitigation.

•             Responsible for all systems to assure proper controls are in place and being followed.

•             Excellent technical skills, attention to detail and ability to adhere to deadlines

•             Develop and maintain application security policies and procedures.

•             Provide strategic direction for system enhancements and technology improvements.

•             Manages the daily activities and responsibilities of the application systems department.

•             Ensures all application systems are at 100% up time and available when required.  Develops the Business Continuity and Disaster Recovery Plans to ensure this requirement.

•             Conduct system outage analysis and prepare after action reports to prevent the reoccurrence of incidents.

•             Ensures timely and efficient resolutions of application systems calls and work orders. Review, analyze and coordinate projects and upgrades, serves as project manager for all Application Systems.

•             Responsible for documenting and maintaining detailed inventories for all application system and maintenance contract.

•             Plans for technological obsolescence of application systems hardware/software.

•             Responsible for documenting, implementing and administering change control processes and ensuring application revisions are tracked and documented.

•             Performs thorough application security assessments to identify and mitigate any potential security vulnerabilities on an annual basis.

•             Develops continuous training and ensures knowledge of all company systems.

•             Ensures department is properly staffed and motivated to exceed the Isleta Resort and Casino’s goals and objectives.

•             Ensures an open and welcoming atmosphere that promotes skill enhancement. 

•             Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.

•             Occasionally performs duties of subordinates and other duties as need.  

Accountability and Supervision:

Manages the Slots Record Administrator, Systems Analyst and Sr. Systems Analyst for Gaming, Resort and Financial positions. Initiates and administers supervisory employment actions and responsibilities in accordance with the Isleta Resort and Casino’s policies, SOPs, and applicable laws. Responsibilities include interviewing, hiring, and training employees;  planning, assigning, and directing work; rewarding and disciplining of employees; promoting, demoting, and reassigning employees; and addressing complaints and resolving problems. 

Education and Experience:

•             Bachelor’s degree in computer science, Management Information Systems, Information Technology, or related field, required.

•             Three (3) years’ working experience in an application support role and managing service desk queues, required.

•             Project Management Certificate or equivalent required

•             Two (2) years working knowledge SQL Server Administration, preferred.

•             Two (2) years of IT management and/or supervisory experience preferred.

•             Knowledge and experience working in project management and implementations of technology solutions including business application projects

•             Or equivalent combination of education (a minimum associate’s degree still required), experience, and training

Special Requirements, Licenses, and Certification

•             Must be able to acquire and maintain Gaming License issued through POIGRA.

•             Must be able to successfully pass a pre-employment drug test and background investigation.

•             Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.

•             Must maintain all Isleta Resort and Casino-wide educational and certification requirements.

Knowledge, Skills, and Abilities:

•             Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner.

•             Must be able to take direction and feedback well.

•             Must possess the ability to make sound and accurate decisions.

•             Must have strong leadership skills and be able to accurately and successfully perform several tasks and meet deadlines under high levels of stress and with minimal supervision.

•             Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.

•             Must possess and exhibit a positive attitude towards internal and external guests at all times.

•             Must possess strong critical and analytical thinking skills.

•             Must possess excellent planning skills and proactively guide executive management to higher levels of efficiency and profitability.

•             Must possess and demonstrate well-developed interpersonal and communication skills while exhibiting motivational, confidence, intelligence, leadership and teamwork characteristics.

•             Must be able to manage projects, install, configure, upgrade, maintain, monitor system performance, network resources, and provide guidance to team members

•             Must be able to create and present formal reports to management.

•             Must have experience designing, implementing and supporting corporate IT applications

•             Must have knowledge of budget preparation and management.

•             Must be knowledgeable of: NIGC MICS, POIGRA Regulations, department, and organizational policy and procedures.

•             Must be able to work a flexible and varying schedule to include 24 hours a day, 7 days a week on-call, evenings, weekends, and holidays.

Physical Demands and Work Environment:

•             Must be able to lift, move, and place 25 pounds.

•             Must be able to sit, stand, and/or walk for extended periods of time.

Working Conditions:

Work is generally performed in, both, a Casino setting with exposure to second-hand smoke and a high noise level, exposure to various lights and sounds and a high paced office setting; possibility of working outdoors in extreme weather conditions such as high levels of heat, cold, winds, rain, hail, and snow. Occasionally may be required to interact with hostile and/or angry guests.  

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive, and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type.

Native American Preference Policy

Isleta Resort and Casino will at all times and for all positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled Pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.