Business Operations Analyst
Konami Gaming Inc. - Las Vegas, NV

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DESCRIPTION

This position is responsible for functioning as a liaison between the support and engineering teams as well as the customer. Provide operational support/direction reflecting customer use of KCMS systems.

Leverage industry knowledge to identify Product and Service GAP's within Konami Gaming's Products and Customer Service Deliverables resulting in submitted product enhancement requests. Lead Level-2 Solution Group team to resolve/correct issues identified by Level-I support.

This position is responsible for periodic travel to customer sites providing onsite business consulting and support. This position also requires the flexibility to act autonomously at all times while adhering to overall department and company policies and procedures.

DUTIES

System and Customer Support
  • Proactively generate and deliver time sensitive and valuable information to our customers which assist them with maximizing their experience with KCMS and the Customer Service organization.
  • Provides periodic onsite customer visits supporting Solution Group activities and or business consulting and support.
  • Leads Solution Group meetings coordinating technical resources to resolve complex technical and operational customer issues and or provide reasonable alternative solutions.
  • Leads the solution group's effort to resolve complex customer issues and oversees escalation into Engineering and Product Management departments within Konami Gaming.
  • Participate in Customer Service projects to improve Customer Service image and Customer Experience.
  • Establishes customer relationships and provides/maintains professional consulting levels of customer support
  • Performs onsite KCMS and non-KCMS customer visits to:
1.Establish new and improve existing relationships
2.Introduce solution group team members to casino operations
3.Collect competitive information to help us grow
4.Identify GAP's in our product line whereby improvements can be defined

Knowledge Management and Communications
  • Ensures current and accurate system documentation
  • Proactively creates product support bulletins and e-mail blasts containing valuable product and service information.
  • Creates new articles within the CRM Knowledge Base supporting key knowledge retention opportunities and timely product information.
  • Develops detailed business user requirements, system documentation and workflow procedures.
Product Development

  • Document and submit product requirements that enhance existing KCMS features or add new levels of functionality into existing systems product line to increase competitive position and value to customer base. Submit requirements into existing process maintaining full Traceability.
  • Participates early in the Product development cycle to evaluate new applications, providing comprehensive feedback to development.
  • Participates in the Product deployment cycle to evaluate new products, software releases of KCMS software for new installations, upgrades or service releases
  • Consults with the business to develop understanding of the varied and complex business needs supported by the system. Provides ideas and recommendations regarding the evolution of the system.
Reporting

  • Provide reports derived from CRM data, representing their respective product area of expertise highlighting:
1. New enhancement volume, customer scope, business priority
2. Training opportunities
3. Installation efficiency improvements
4. Configuration/administration improvements
5. Usability improvements
6. Performance improvements
These reports will drive actionable tasks into other departments.

Special Projects
  • Work on projects and project deliverables as assigned.
QUALIFICATIONS

Bachelor's degree with emphasis in MIS, Management, Customer Service, or similar discipline; or equivalent combination of education and experience.

Three or more years experience providing direct customer service/support in a help-desk environment. Previous hands-on and/or working knowledge of casino operations is preferred. Knowledge of casino management system front end applications and back end architecture is preferred.
Knowledge of networking, databases, computer operations and troubleshooting skills are also preferred. Strong organizational, leadership and team management skills required. Previous hands-on and/or working knowledge of casino operations is preferred.
Knowledge of casino management system front end applications and back end architecture is preferred. Knowledge of networking, databases, computer operations and troubleshooting skills are also preferred. Strong organizational, leadership and team management skills required.
Previous hands-on and/or working knowledge of casino operations is preferred. Knowledge of casino management system front end applications and back end architecture is preferred. Knowledge of networking, databases, computer operations and troubleshooting skills are also preferred.

Strong organizational, leadership and team management skills required. Must be able to obtain and retain gaming licensure. System and Customer Support
  • Proactively generate and deliver time sensitive and valuable information to our customers which assist them with maximizing their experience with KCMS and the Customer Service organization.
  • Provides periodic onsite customer visits supporting Solution Group activities and or business consulting and support.
  • Leads Solution Group meetings coordinating technical resources to resolve complex technical and operational customer issues and or provide reasonable alternative solutions.
  • Leads the solution group's effort to resolve complex customer issues and oversees escalation into Engineering and Product Management departments within Konami Gaming.
  • Participate in Customer Service projects to improve Customer Service image and Customer Experience.
  • Establishes customer relationships and provides/maintains professional consulting levels of customer support
  • Performs onsite KCMS and non-KCMS customer visits to:
1.Establish new and improve existing relationships
2.Introduce solution group team members to casino operations
3.Collect competitive information to help us grow
4.Identify GAP's in our product line whereby improvements can be defined

Knowledge Management and Communications
  • Ensures current and accurate system documentation
  • Proactively creates product support bulletins and e-mail blasts containing valuable product and service information.
  • Creates new articles within the CRM Knowledge Base supporting key knowledge retention opportunities and timely product information.
  • Develops detailed business user requirements, system documentation and workflow procedures.
Product Development

  • Document and submit product requirements that enhance existing KCMS features or add new levels of functionality into existing systems product line to increase competitive position and value to customer base. Submit requirements into existing process maintaining full Traceability.
  • Participates early in the Product development cycle to evaluate new applications, providing comprehensive feedback to development.
  • Participates in the Product deployment cycle to evaluate new products, software releases of KCMS software for new installations, upgrades or service releases
  • Consults with the business to develop understanding of the varied and complex business needs supported by the system. Provides ideas and recommendations regarding the evolution of the system.
Reporting

  • Provide reports derived from CRM data, representing their respective product area of expertise highlighting:
1. New enhancement volume, customer scope, business priority
2. Training opportunities
3. Installation efficiency improvements
4. Configuration/administration improvements
5. Usability improvements
6. Performance improvements
These reports will drive actionable tasks into other departments.

Special Projects
  • Work on projects and project deliverables as assigned.

Konami Gaming Inc. - 16 months ago - save job - block
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