Operating Systems Administrator – Collaboration

Position Summary:

This position is responsible for providing Level III support as related to Mohegan Gaming mobile device management (MDM), M365 (Exchange, SharePoint) and current email environments Serves as Subject Matter Expert (SME) as related to M365, email, SharePoint, Teams, as well as MDM environment supporting the iPhone and Android mobile devices. Coordinates teams as assigned by direct supervisor and assists with the implementation of approved work requests. Researches potential application upgrades and works with Business Technical Analysts to perform business impact analysis for the application(s) for which they are assigned. Works with application vendor support and professional service organizations to research, analyze, implement, and test potential upgrades, configuration changes, enhancements or bug fixes.

Primary Duties and Responsibilities include but are not limited to:

• M365 experience with migration and administrative support for environment, email, SharePoint, and Teams
• Provide support for M365 environment as an escalation point for 1st level support teams
• Provides Level III support as defined by MDM application service level agreements for assigned application(s)
• Provides MDM mobile user and device provisioning via supported management tools
• Assist and provide Level III support to user and account provisioning teams as related to M365 and current legacy exchange and SharePoint
• SharePoint administration and Level III support
• Email administration and Level III support
• Participates in user acceptance testing for application upgrades, significant configuration changes or work request enhancements assuring proper MDM access
• Influences and provides recommendations for continuous improvements, upgrades, and alternative technical options
• Provides application access recommendations in consultation with the Information Security team
• Involved in creation of documentation for respective application(s) and updating the Customer Service knowledge base
• Assists in the creation of training material for respective application(s)
• Serves on project teams as MDM access to support new and existing applications for currently assigned applications or newly designated applications in which they will be responsible
• Assists in work requests and configuration changes to meet business requirements
• Identifies and recommends opportunities to leverage existing functionality in current application portfolio to meet current or future business demands
• Communicates and coordinates with other Application Support staff, business leadership and Project Manager to ensure appropriate integration of processes and application modules across the property or enterprise
• Records all activity and other pertinent information for work requests, break/fix and projects for the purpose of tracking, analyzing and escalating
• Escalates issues when necessary to vendor service organizations and update disposition per established internal procedures
• Provides feedback to direct supervisor on vendor support services and assists with evaluating vendor’s ability to fulfill contracted service levels
• Engages key application user to assure effective use of application

Secondary Duties and Responsibilities:

• Provides 24/7 Level III on-call support for their respective applications

Minimum Education and Qualifications:

• Bachelors’ Degree in Computer Science, Engineering, Business or a related field and two years of experience as an Application Specialist
• Demonstrated knowledge and experience with the specific application(s) for which they will be responsible
• Obtains and maintains at least one or more applicable gaming licenses in multiple jurisdictions

~OR~

• Associates’ Degree in Computer Science, Engineering, Business or a related field and six years of progressive Information Technology experience
• Two years of experience as an Application Specialist
• Demonstrated knowledge and experience with the specific application(s) for which they will be responsible
• Obtains and maintains at least one or more applicable gaming licenses in multiple jurisdictions

~OR~

• High School Diploma or equivalent and ten years of progressive Information Systems experience
• Two years of experience as an Application Specialist
• Demonstrated knowledge and experience with the specific application(s) for which they will be responsible
• Obtains and maintains at least one or more applicable gaming licenses in multiple jurisdictions

Competencies: Incumbent will master the following competencies while in this position:

• Excellent written and verbal communication skills
• M365 experience managing users, migrations and applications
• MDM experience – Workspace One and/or Microsoft Intune
• Experience with iPhone and Android device management, including corporate and personal device use cases
• Understanding of applicable business processes
• Fundamentals of Project Management, ITIL and COBIT

Training Requirements:

• Appropriate Mohegan Sun and MTGA regulations
• Knowledge of MGE corporate and department policies and procedures
• MGE project management process and methodology
• MGE time-sheet categories and guidelines system
• MGE technical architecture and standards

Physical Demands and Work Environment:

• Office work environment
• Must sit in front of a computer screen for extended periods of time
• 5% travel may be required for this position
• Must be able to work various shifts and flexible hours, including occasional weekend and evening work

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. MGE reserves the right to make changes in the above job description whenever necessary