ITSM Platform Engineer

Position Summary:
This position will be primarily responsible for the administration of the ITSM tool for Graton IT. Buildingworkflows and analytics on support issues, creating SLAs, dashboards and reporting to identify trends andimprovements. This role will interact closely with all other IT and Business teams to develop, improve andmaintain ITSM processes and follow ITIL best practices, supporting and updating the ITSM platform,workflows and automations. Other service areas include, but are not limited to, cybersecurity alert research,incident response planning, escalations and system support associated with Graton Resort & Casino'sinformation system functionality, and other responsibilities as assigned.

Essential Functions:

• 1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promotingour values.
• 2. Perform responsibilities in accordance with all Graton Resort & Casino standards, policies, andprocedures.
• 3. Assists in the review, design, and improvement of ITSM processes and procedures for the effectivemanagement and delivery of services and technologies.
• 4. Operate and provides day-to-day administration of the ITSM tool, following defined ITSM processesand best practices.
• 5. Provide written and in person training to IT personnel and business teams on ITSM processes andtools.
• 6. Responsible for practicing, supporting, and promoting Graton Resort & Casino's Service Standards atall times.
• 7. Implement and support processes and automations around provisioning, role based access, knowledgebases and reporting.
• 8. Collaborate with Asset Management team and support best practices on implementation and ongoingsupport of HAM and SAM processes within the ITSM platform.
• 9. This job description is not an exclusive or exhaustive list of all job functions that a team member in thisposition may be asked to perform from time to time. Duties and responsibilities may be changed,expanded, reduced, or delegated by Management to meet the business needs of the property.

Requirements

Required Qualifications:

• 1. Ability to communicate effectively with Guests, Team Members and Management in both written andverbal form.
• 2. Bachelor's degree in Computer Science, Computer Information Systems, or equivalent of 4 yearsworking in a technology role.
• 3. Working knowledge of ITIL and IT Service Management Processes, various reporting tools,incident/problem and call tracking systems, best practices and methodologies.
• 4. Experience with SQL Server, SSRS, LDAP, Mailflow and API connections.
• 5. Minimum two (2) years relevant PC software applications such as Microsoft O/S and MS-Office, andVisio.
• 6. Minimum two (2) years of experience in an ITSM role supporting platforms such as ServiceNow, Jira,HaloITSM, Zendesk or similar software.
• 7. Experience in managing projects effectively, and utilizing resources appropriately to ensure a timely,quality product.
• 8. Ability to work well in a highly team driven environment.
• 9. Ability to perform well under pressure.
• 10. Must have a valid Driving License and reliable transportation.

Physical Requirements:

• 1. Flexible work schedule with periodic on site presence required for meetings, trainings or planningsessions as business needs.
• 2. Manual Dexterity to operate job related equipment.
• 3. Ability to lift up to 50 lbs. with or without assistance.

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