Application Support Analyst

The Company  

Seaport Entertainment Group is a premier entertainment & hospitality company that owns and operates a unique collection of assets positioned at the intersection of entertainment and real estate. Seaport Entertainment Group’s focus is to deliver unparalleled customer experiences through a combination of restaurant, live entertainment, sports, retail and hospitality offerings integrated into one-of-a-kind real estate. Our assets include the Seaport neighborhood in Lower Manhattan and the Las Vegas Aviators® Triple-A Minor League Baseball team and Las Vegas Ballpark, as well as the company's ownership stake in Jean-Georges Restaurants and its interest in the air rights above the Fashion Show Mall, which may be used to create a new casino and hotel on the Las Vegas Strip.

Job Description

The Application Support Analyst supports the needs of Seaport Entertainment Group’s business by leveraging an understanding of the hospitality and entertainment business to ensure continuous operational availability for SEG’s application environment. This position is responsible for providing technical support and maintenance for enterprise applications, ensuring high availability, reliability, and performance. This role involves resolving incidents, analyzing issues, maintaining documentation, and working closely with vendors, users, and other IT teams to deliver proper solutions and improve application performance. Additionally, the position will be responsible for developing and fostering key business stakeholder relationships within the organization maintaining frequent, high-quality communications with the clients/stakeholders and all other affected individuals. The Application Support Analyst will also assist with the formulation of system requirements and the design of appropriate solutions that will deliver the necessary functional and business specifications. Finally, this position will support I.T Management with application, system, and project evaluations to ensure that potential impacts to existing applications/infrastructure are considered and that the business value impact is determined.

Roles & Responsibilities

Duties and responsibilities may include, but are not limited to, the following:

• Provide 1st and 2nd level support for business-critical and business service applications.
• Investigate, diagnose, and resolve application-related incidents and service requests.
• Monitor application performance and proactively identify potential issues.
• Coordinate with vendors and IT management for issue resolution and application updates.
• Maintain detailed documentation of application configurations, known issues, and solutions.
• Support software deployments, patches, and upgrades in coordination with other IT teams.
• Assist with user training and produce user guides or documentation when needed.
• Conduct root cause analysis and help implement long-term solutions to recurring problems.
• Ensure compliance with ITIL processes, company policies, and security standards.
• Gather system requirements from users and business owners, translating them into detailed requirements documentation, ensuring that business rules are clearly defined through workflow diagrams, business needs are documented, and limitations or risks are understood.
• Assists in the creation, implementation and maintenance of standardized change requests and requirements document(s).
• Assists with planning and implementing thorough and effective QA processes to ensure the highest quality testing of deliverables
• Create and document test cases that ensure that new systems perform as specified and coordinate users and testers to participate in the QA process
• Works closely with technical leads and end users to design appropriate solutions to meet business challenges.
• Assists with the development and review of user documentation for new and existing systems and processes.
• Participate in end user training as required.
• Maintain a strong working knowledge of present business processes and implemented technical solutions.
• Position will require after-hours and on-call service.
• Other duties as assigned.
  
  

Experience & Education

• A minimum of five (5) years’ experience in the hospitality and/or entertainment industry
• Bachelor’s degree in computer science, Information Systems, or related field is preferred.
• Proven experience in application support, technical support, or a similar IT role.
• Strong knowledge of point-of-sale applications and ERP solutions (D365; Workday)
• Solid understanding of databases, scripting, and application troubleshooting.
• Familiarity with ITSM tools
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities to work with cross-functional teams.
• Familiarity with cloud platforms (Azure)
• Proven ability with the Microsoft 365 platform
• Standard office hours with occasional on-call or after-hours support.
• Hybrid or remote work options may be available depending on company policy.
  
  

Compensation: 75k -85k per year

NOTICE TO THIRD PARTY AGENCIES

Please note that The Seaport Corporation does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, HHC will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Seaport explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Seaport Corporation.

This job description is not meant to be an “all-inclusive” list of the duties and responsibilities of this job. Other related duties and responsibilities may be assigned. The Seaport Corporation reserves the right to change or modify job duties as necessary based on business necessity.

SEG participates in E-Verify to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the Everify website.