IT Systems Analyst

Overview:

Join the Information Technology team as the IT Systems Analyst in Yellowstone National Park!

The IT Systems Analyst works in conjunction with corporate and property-based IT team members, the Director of IT, Xanterra’s management team, and the user community to provide overall support for Information Technology (IT) applications and infrastructure used at Yellowstone National Park. This position is involved with planning, implementation, training, and on-going support of IT services as well as other duties assigned by the Regional Director of IT, Director of IT, and the Chief Information Officer.The Details

• Position Type: Full Time Year Round

• Schedule: 40+ Hours Per Week

• Location: Yellowstone

• Housing: Not Included. Towns close by within Montana include, Livingston, Emmigrant, and Gardiner

The Must Haves

• Must possess 5+ years of related IT experience, with demonstrated project management skills

The Perks

• Healthcare benefits

• Paid vacation

• Sick Time

• 401k

• Xanterra Travel Collection discounts

Why Yellowstone National Park Lodges

We are a welcoming community who work hard, share a real passion for the environment, and enjoy crafting memorable experiences for our guests. As part of the Xanterra Travel Collection, we are the primary authorized concessioner in Yellowstone, and as such, we are proud stewards of the park.

Xanterra Travel Collection is a global travel and Hospitality Company, and the United States' largest operator of park-based hotels, restaurants and stores.

From the incredible depths of the Grand Canyon to the awe-inspiring heights of Mount Rushmore, and from extraordinary cruises to cycling and walking vacations that take you all over the world, Xanterra Parks & Resorts' operations encompass some of the most spectacular and iconic places on Earth. We are renowned for "legendary hospitality with a softer footprint", and we take pride in combining these dramatic settings, landmark buildings, and global travel experiences with truly exceptional service.

Responsibilities:

• Responsible for day-to-day procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking and coordinating of service desk functions

  • Manage processing of incoming calls to the service desk via telephone, email, and the ticketing system

  • Document all pertinent information and nature of a problem or issue

  • Record the information in an online ticket system to ensure requests are resolved in a timely fashion

  • Support field teams by working, escalating or dispatching the ticket queue

  • Maintain a knowledge base of known issues and resolutions

• Lead team responsible for all day-to-day support of the IT systems used throughout the park as well as lead the annual opening and closing processes for all locations within Yellowstone

• Use effective judgment and professional initiative to develop effective and constructive solutions to customer & end-user support issues, queries, challenges, and escalations

• Troubleshoot, analyze, track, escalate, resolve, and accurately document various technical problems and resolutions

• Oversee installation, support, training, and administration of the Food & Beverage Point of Sale applications & hardware to provide all functionality required to operate the Company’s restaurant/food services business units

• Oversee installation, support, training, and administration of the corporate and property-based Retail Point of Sale and Inventory applications & hardware that support the Company’s retail business operation

• Oversee installation, support, training, and administration of the Property Management System applications & hardware that provide functionality needed to operate the Company’s lodging business units

• Serve as a liaison and project management counterpart while working with software and infrastructure vendors used by the organization, responsible for functionality analysis, specification, system design, and documentation on needs/requirements requested

• Under the direction of the Director of IT, manage major systems infrastructure changes including servers, desktops, notebook/laptops, network connection devices and security applications including the adherence to corporate environment standards for purchasing, maintenance and proper disposal/recycling of retired physical assets

• Assist with hardware maintenance on servers, network appliances, Telephone PBXs, and other IT infrastructure equipment

• Assist with the monthly server patching process

• Assist with the administration of all system backups

• Work in conjunction with the Director of IT, Regional Director of IT, and Chief Information Officer to formulate and execute plans and schedules for the seasonal setup and takedown of IT assets throughout the park

• Work in conjunction with the Director of IT, Regional Director of IT, and Chief Information Officer to formulate technology and related standards to be followed by all business units and assist in verifying that all standards are being followed

• Assist the Director of IT with planning of disaster recovery programs to ensure system recovery should the system suffer a serious malfunction or failure, and may respond from remote locations via VPN or in person when system failures or problems require their attention

• Assist the Director of IT with the completion of all audits and maintaining security standards

• Responsible for IT software license compliance

• Assist with minimizing organizational costs and maintaining operating efficiency through asset management and tracking

• Responsible for maintaining appropriate standards, procedures, and processes for modification, upgrade, and/or changes to all software and infrastructure, ensuring that all documentation protocols mandated by the Chief Information Officer (including change management, help desk management and others) are followed within the assigned property

• Create and maintain needed system and user documentation for systems installed, supported, trained, and administered by the Xanterra Information Technology team

• Work with the Director of IT in hiring, training, and supervising IT staff members at their property, as well as assist with annual reviews for the property’s IT staff

• Prepare and execute organized classroom training as well as on-the-job training for property and corporate employees as needed

• Provide support and assistance to the Xanterra Incident Response Team as needed and requested

• Serve in an on-call capacity for after-hours/non-business hours support when assigned by the Director of IT, Regional Director of IT, or Chief Information Officer

• Other duties as assigned

Work Closely with:

This position is responsible for the day-to-day supervision of several IT Technicians at Yellowstone who assist with IT support across the park.

• All members of the Information Technology Department.

• Executive Management at both the corporate and subsidiary levels.

• Information Technology resources at Anschutz Corporate, as well as the other Anschutz subsidiaries.

• Key vendor relationship for the primary technology service providers for Xanterra.

Physical Demands and Work Enviroment:

• Physical demands: While performing the duties of this position, sitting, standing, stooping, and bending regularly is required, as well as the ability to lift up to 100 pounds. Vision abilities required by this position include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Hearing abilities required by this position include the ability to clearly hear other people in person and over the phone.

• Work environment: May be exposed to unusual temperature ranges (both cool and hot). The noise level in the work environment can be loud. Must have the ability to drive long distances or be in a vehicle for long time periods due to slow traffic patterns within the park. Occasional travel outside the park may be required. Must be able to be on location or accessible via remote connectivity technology within a 30-minute time period in the event of an emergency.

Qualifications:

Work Skills and Knowledge Requirements:

To perform the job successfully, an individual should demonstrate the following competencies:

• Knowledge – Provide knowledge on Information Technology, Project Management and Administrative Responsibilities needed to successfully support the location

• Leadership – Serve as a supportive leader for the department and the organization as a whole on areas concerning technologies and other spheres of influence

• Analytical Skills – Demonstrate strong analytical skills including the ability to plan complex system-related projects

• Technical Skills – Employee must have a working knowledge of various platforms including Microsoft Windows 10, Microsoft Windows Server 2012/2016, Citrix Virtual Desktops, WSUS, Sophos, Microsoft Exchange, Office 365, Veeam Backup, VMware ESXi, Active Directory, and Group Policy. Experience configuring DHCP & DNS is preferred, as well as experience with Cisco & Palo Alto network appliances and NEC PBX telephone systems

• Security Knowledge – Knowledge of IT security compliance requirements, PCI DSS, GDPR, and CPRA is preferred

• Documentation Toolset Skills – Proficiency in Microsoft Office suite of products is required, as well as experience using an incident ticketing system such as ServiceNow

• Applications Experience – Experience is preferred with the following applications, but not required: Adobe Creative Cloud, Infor CloudSuite, Opera Property Management Suite (including Opera PMS, Opera ORS, and Opera OWS), Simphony F&B POS, Delphi Sales and Catering, Raymark Retail Systems, Four Winds Digital Content Management, and Maximo CMMS

Education and Experience Requirements:

• Bachelor’s degree in Information Technology or Business Administration with a concentration in Information Technology, Hospitality Administration and/or Accounting

• Background in hospitality-based IT systems

• Prior experience with Payment Card Industry compliance requirements

• Significant work experience can substitute for formal education