Application Analyst III

Working with William Hill, you will be at the heart of the technological revolution with one of the world's most trusted betting and gaming companies. William Hill deals with projects ranging from desktop or mobile casinos and betting sites, to name a few. We process 500 online Sportsbook bets per second each Saturday, that's the same as the number of orders processed by Amazon UK, on its busiest day of the year. We deal with more than 20 million users daily; impressed? You can be sure there are many more challenges waiting for you.

When we say cutting edge, we mean it. Here, you can work on highly reliable systems with low latency, much like the transactional systems of the best financial institutions, but…with the fun included.

You will have access to development opportunities, including IT conferences, internal training, and lunch and learn sessions. You will be part of a great working atmosphere, performing complex work in a collaborative team of amazing people, with forward-thinking managers. You will have the opportunity to make an impact.

Reporting to the IT Operations and Incident Reporting Manager, you are responsible for operating and maintaining the Computerized Bookmaking System (CBS). You will configure the system for device setup (i.e. terminals, cages, kiosks, mobile application) and supporting new application builds and upgrades. The Application Analyst plays a role in service operations, continual service improvement, application system monitoring, application system maintenance, application build and upgrade support, and solution architecture and design.

What You Will Do:

• Identifies and resolves incidents within agreed service level agreements


• Recommend solutions, resolve problems associated with incidents, and updates problem records


• Work with customers to fulfill service requests assigned to them within service level agreements


• Document best practices for resolving common incidents and service requests as knowledge articles


• Assists in proactive problem management activities, identifying trends, participating in root cause analysis, and implementing assigned corrective actions


• Document knowledge articles to educate customers on how to better utilize application systems to enable themselves


• Develop relationships, trust, and credibility with customers and end users


• Ensures CBS processes are functioning through monitoring and acting upon them according to standard operating procedures


• Monitors and audits CBS application capacity, performance and resolves or escalates potential issues


• Manages changes to CBS applications using normal, routine, or emergency change processes to reduce risk of availability, performance, security and compliance of business services impacted by the change


• Updates the system configuration as new sites, terminals, tellers and kiosks are stood up


• Perform problem analysis on product issues and escalate to the product owner


• Work cohesively with QA, developers, and dev ops team

What You Will Need:

• 8 years of experience in providing technology support or working in a technical capacity


• B.S. Degree in Computer Science or related field


• Linux/Unix knowledge


• NoSQL models and applications


• Working experience in incidents, problems, requests and service management systems


• Working experience with projects in requirements, analysis, design, system integration and testing


• Working experience in process improvement


• Knowledge of gaming compliance requirements as they pertain to the operation of a gaming facility


• Knowledge of customer service concepts and techniques


• Knowledge of technical infrastructure such as networking, data interfaces, and data workflow

Essential Functions/Exposures:

• Must be able to sit for extended periods of time


• Must be able to type and talk on the phone for extended periods of time


• Regular attendance in the office

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