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Great Wolf Lodge · 1 day ago

Platform Support Engineer

Chicago, IL

Full-time

Onsite

Mid Level

$68K/yr - $78K/yr

3+ years exp

Great Wolf Lodge is seeking a Platform Support Engineer to join their team. The role involves daily administration and monitoring of applications, troubleshooting issues, and providing architecture guidance for integration efforts. The engineer will also maintain documentation and manage vendor relationships while ensuring the applications run smoothly.

Resorts

No H1B

Responsibilities

Perform daily administration of the Salesforce platform and other managed applications, including but not limited to health monitoring, log inspection, capacity planning, and performance tuning. Automation of many of these tasks is strongly encouraged

Monitor incident queues dedicated to managed applications, responding to tickets by severity and in accordance with agreed-upon SLAs

Participate in project tasks related to supported applications, ranging from architecture and design discussions and project planning to solution development or implementation

Vendor management as required by application, serving as the single voice of Great Wolf and holding vendors accountable for the delivery of requested services

Maintain a roadmap of supported application future state, inclusive of planned integrations, features, or enhancements

Create and/or maintain application-specific documentation, including data flow diagrams, user training materials, data dictionaries, etc

On-call response for critical incidents related to managed applications

Other tasks as assigned

Qualification

SalesforceIntegration experienceVendor managementData-driven mindsetHospitality experienceBachelor's degreeCommunicationOrganization skillsPresentation skills

Required

Minimum of 3 years of IT platform/application support experience, or equivalent technical experience in the hospitality industry with demonstrated ownership and decision-making

Experience in vendor management

Application knowledge of one or more of the following: CRM (Salesforce), Finance applications (Infor SUN, Coupa), Inventory systems (Dataworks), Hospitality systems (Oracle Opera), POS Sales systems (Oracle Simphony, Agilysys), HR/Payroll systems (UltiPro/UKG), Service desk (Zendesk), 3rd party reservation system (APS, ORS)

Experience integrating platforms and maintaining/troubleshooting integration

Excellent communication, organization, and presentation skills

Data-driven mindset, using data to make informed decisions

Ability to effectively communicate complex concepts across all levels

Ability to travel 10% of the time

Hospitality experience is a strong plus

Bachelor's degree; STEM (science, technology, engineering, or mathematics) preferred

Applicants must be legally authorized to work in the United States without the need for current or future visa sponsorship (including OPT/CPT/H-1B)

Lift up to 20 lbs., sit and/or stand long periods