Application Project Associate

The IT Application Project/Support Associate acts as the primary system owner for one or more Hershey Entertainment & Resorts standard applications (i.e. InfoGenesis, ResortSuite, Delphi, Galaxy, Kronos, etc.). They provide technical assistance to Help Desk and Desktop/Client Support staff for the troubleshooting of these systems as well as provide end user and analytical support to operational departments who utilize these systems. This position will work closely with operational departments on process and configuration changes needed to these systems to accommodate business objectives. This role will also need to foster & maintain strong working relationships with system vendors to implement projects, troubleshoot issues, apply patches and upgrade systems. This position will work closely with the IT Application Support Analyst Lead and IT Project Managers to complete project tasks for IT projects, and process questions and requests that come from the operational departments.
This position reports directly to the IT Application Support Analyst Lead and is located 108 Chocolate World Way in Hershey.
Job Functions:
Acts as system owner for one or more Hershey Entertainment & Resorts applications.
Provides analytical and technical support for operational departments who utilize the systems, and assist with configuration changes or high level business challenges.
Works closely with the Application Engineer/Analyst on system and interface configuration.
Works closely with the IT Project Managers, acting as the technical lead for IT projects.
Fosters and maintains strong working relationships with system vendors.
Is responsible for assisting with the maintenance of test environments and the promotion of application changes into production.
Works closely with system vendors to develop more efficient processes, troubleshoot issues, apply patches and upgrade the system when necessary.
Identifies opportunities for process improvement.
Provides technical assistance to Helpdesk and Desktop/Client Support team members on troubleshooting of applications.
Assist with the improvement of IT systems including the design and delivery of applications.
Presents a positive, helpful, customer-focused image, and represents the company in a professional manner communicating effectively to key team members and operational partners.
Under limited supervision, manage daily work activities to ensure projects, tasks have continued focus.
Delegate tasks to Desktop/Client Support and Helpdesk team members when appropriate to ensure support requests are handled in a timely manner.
Provides support which will require troubleshooting user's technical issues, supporting complex software and computer technology in a high-service environment. Activities include recognition, documentation, tracking, research, resolution, and follow-up.
Provides clear, concise and thoroughly researched technical information to other IT personnel.
Basic Qualifications:
Must be 18 years of age or older
Must have a valid driver‚€™s license
Must have a minimum of 1 year experience supporting applications and hardware within an Information Technology field
Minimum of an Associates/Technical Degree. A total of 4 years experience is required if degree requirement is not met
Additional Qualifications:
Previous experience in Hospitality/Entertainment/related field or experience with related systems preferred
Previous experience with InfoGensis Point of Sale preferred
Experience working with helpdesk/IT ticketing systems preferred
Knowledge related to Windows 7, email systems, MS Office
Understanding of SQL databases and querying
Understanding of network issues dealing with printing, document delivery systems other than email (i.e. scan to folder, scan-to-email, etc.), PC/laptop connectivity
Strong communication skills, both written & verbal, presentation and interpersonal skills.
Solid time management and organizational skills
Establishes credibility quickly by listening, taking initiative and follow-through
Able to quickly understand and respond to technical problems, trouble shoot and resolve issues while maintaining detailed documentation per occurrence
Willingness to pursue ongoing certifications and education
Ability to build and maintain relationships
Ability to manage multiple priorities and deadlines
Strong initiative and ability to work on projects independently and as part of a team
Working Conditions:
This position is subject to various environmental conditions. Job activities will occur inside/outside.
Normal work schedule is Monday through Friday (normal business hours) but based on operating needs. Must be able to work a flexible schedule including days, evenings, weekends and holidays.
Required to be available after hours for supporting urgent business application needs and assisting the Desktop/Client Support team as needed.
Nothing in this job description restricts management‚€™s right to assign or reassign duties and responsibilities to this job at any time.
Hershey Entertainment & Resorts is an Equal Opportunity Employer

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