Sr. Programmer Analyst, Resort Technology Services

• Leads the Critical Incident Management process for the division. Includes designing and documenting the process and procedures. Coordinate with the Incident Owners, Release Management team, and Change Management team to review root cause analysis. Leads the Incident Communications team to ensure business communications are accurately sent out during incidents. Partner with other critical incident management teams in the organization.
• Implement high quality, scalable and extendable programs and PowerShell Scripts supporting Customer Service Metrics for Resort Technology Services with the goal of continuous improvement. Designs, develops, tests, and delivers reports using various tools including but not limited to PowerShell, Excel, Access, ITSM tool, and other in-app reporting modules. May also include performing data mining and analysis to support all technology initiatives.
• Manage various aspects associated with our IT Service Management Suite (ServiceNow) using ITIL methodology. Includes developing and scheduling reports for the department and business partners. Plan, design, and test the incident and request software forms for the Parks Technology service catalog. Being a power user of the system to perform tasks like group management, creating ticket templates or importing position data to be used.
• Oversee the processes for the Service Desk’s escalation mailboxes. Work with other technology teams to ensure the alerts are updated and configured correctly to ensure accurate escalation when received.
• Ability to manage ever evolving projects and task list. Liaise with other technical staff to ensure project completion with company stakeholders, external business partners, and remote off-shore staff. Ability to meet tight deadlines or communicate with leadership if deadline cannot be met.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

• Associate’s degree (AA) or Technical school degree in technical field is required.
• Bachelor’s degree (BA) in technical field is preferred.

• 5+ years work experience in IT, preferred in a Reporting design and business communications role.
• 5+ years work experience using ITSM tools such as ServiceNow.
• 2+ years of programming/developing experience.
• Experience working both independently and in a team-oriented, collaborative environment.
• Experience managing projects to ensure task completion and follow-up.

; or equivalent combination of education and experience.

• Advanced understanding of the ITIL framework or service management processes. Including but not limited to Outage Management, Change Management, and Request Management.
• Knowledge of ServiceNow is required.
• Working knowledge with PowerShell
• Experience in a Reporting/Analytics or comparable support role is preferred.
• Experience using Active Directory to manage Users and Computers.
• Experience with performance measurement reporting and designing metrics is required.
• Experience and knowledge using an industry standard Information Technology Service Management (ITSM) tool for logging issues and requests.
• Ability to multi-task in a fast-paced office environment and manage time between competing priorities.
• Ability to prioritize work under the pressure of deadlines.
• Ability to work/communicate with various levels of management.
• Strong analytical, and problem-solving skills with attention to detail
• Strong customer/team interaction skills
• Good verbal and written communication skills

Your talent, skills and experience will be rewarded with a competitive compensation package.

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Universal Orlando Resort.

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