BI / CRM Application Support Analyst

Camelot Illinois Chicago , IL 60606

Posted 4 months ago

About Camelot Illinois:

Camelot Illinois has been selected by the State of Illinois to be the private manager for the Illinois Lottery. The company is restoring transparency, integrity and responsibility to the Illinois Lottery. In partnership with the State, Camelot will operate a modern lottery that truly benefits the people of Illinois. The companys innovative approach places consumers and social responsibility at its core, providing funding for schools, capital projects and special causes. Camelot is committed to building an organization with the strength and experience to grow the lottery and reinforce its rightful position as a force for good.

Camelot Illinois is a subsidiary of Camelot Global, a leading technology and professional services provider to lotteries around the world. Camelot Globals portfolio of work includes the Irish National Lottery, Loterie Romande, the California State Lottery, the Kentucky Lottery, the Arkansas Scholarship Lottery, among others.

Our sister company, Camelot UK, has operated the UK National Lottery since 1994. Camelot UK has an unrivaled track record for success, helping the UK National Lottery deliver over $80 billion to winners and $46 billion to good causes to date.

About the Team:

The Technology team utilizes the latest technological trends to effectively build and manage solutions in an informal, open and collaborative environment.

Position

Overview:

Camelot Illinois is investing in best in class analytics across their retail and online business. The systems deployed cover a real time big data platform in AWS, Qlik Sense for analytics, Open Source Data Science and the full stack Adobe suite for online marketing.

The BI / CRM Support Analyst role is responsible for providing 1st line support for users of our Business Systems. The role will work in a collaborative team environment and be responsible for escalating client issues as appropriate, receiving 2nd line support, advice and development from team members.

Success in the role will see you as becoming the technical expert in the solution ensuring that Camelot Illinois users get the maximum value out of the system. You will quickly address any minor issues and where necessary be the conduit for escalation and coordination of fixes to the systems.



Responsibilities:

  • Provide 1st line support for Big Data Platform, CRM and Analytic Applications.
  • Work with vendors and 2nd and 3rd line support teams to resolve complex issues.
  • Monitor and optimize performance, and make recommendations for functional and non-functional improvements.
  • Ensure that BI and CRM systems have the capacity and performance levels to meet demand.
  • Provide 3rd-line support to Operations, Live Support, and other internal stakeholders to maintain system integrity and system up-time targets.
  • Deliver improved levels of service to internal groups by endeavouring to meet and exceed SLA's.
  • Provide BI and CRM application support and expertise to Camelots development and test teams, supporting new projects from development all the way through to production.
  • Improve and document the technical processes around support.

Requirements

Required:

  • Bachelors Degree or equivalent work experience required
  • 2 plus years of related experience.
  • Experience working with Data Warehouse technologies and understanding of data models.
  • Experience working with an ETL tool. (example of tools include: BODS, SSIS or ideally Talend, etc...)
  • Strong analytical skills. Collect and research data; Use intuition and experience to complement data; Designs workflows and procedures.
  • Strong problem solving skills. Identify and resolve problems in a timely manner; Gather and analyze information skilfully; Develop alternative solutions; Work well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Customer service focused. Manage difficult or emotional customer situations; Respond promptly to customer needs; Solicit customer feedback to improve service; Respond to requests for service and assistance; Meet commitments.

Preferred:

  • Experience of Big Data technologies such as Hive and working with semi structured data e.g JSON.
  • Ability to login to host, navigate to appropriate area of file system.
  • Understanding of access rights and permissions.
  • Some exposure to system management and reporting systems is an advantage SNMP/IBM Tivoli/Sitescope.
  • Passion for data and continuous quality improvement.
  • Independent and flexible, with solid communication skills and strong customer focus.
  • Understanding of IT security concepts.

Benefits

Working For Camelot Illinois

Camelot Illinois is building a transformative lottery company with world-class people, technology and operations. The Camelot values of being honest, creating together, keeping it simple and thinking long term are embedded in the design of our organization and our plans for Illinois.

  • Be Honest: We do what we say, we keep our promises and we dont rest until weve earned each others respect
  • Create Together: The most effective solutions come from strong collaboration, a culture of innovation, shared goals and respect for everyones expertise.
  • Keep It Simple: We keep things simple, direct and transparent so customers in particular always know where they stand.
  • Think Long Term: We work with customers to build successful lotteries for the next generation, not just the next day.

Career Growth

We want people who thrive in a relaxed, autonomous, results-driven environment to join our company. We believe the way to attract and retain the best talent is to offer a fulfilling career in an organization committed to growing its own future leaders. Career Development is a top priority and we will partner with employees to grow and progress their professional skill sets.

Benefits and Employee Policies

We will bring our experience of working with European lotteries to Illinois. We will also bring a European influence to paid time off, family leave and so on. We have created a strong ethical culture which is translated to each of our employees and business dealings globally. We aim to offer a package of benefits and policies which will compete with any private sector employer in the state. We ensure that every employee is engaged and has the necessary support to understand and implement the responsible gaming principles in their job.

Moreover, we pledge to have the highest standards of respect, diversity and inclusion at our company and will support and encourage our partners to do the same.

Camelot Illinois is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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