Job Description

JOB SUMMARY

Provide support to the Shift Supervisor to complete checklists, schedules and logs; troubleshoot problems; train operators and fill in for the Supervisor in his/her absence. Operate the Lottery's computer systems requiring an advanced knowledge of each system. Tier 1 Helpdesk support via Service Now. Assist in training less experienced operators.

This position works bi-weekly, alternating night shifts. One week is 3 nights/week, the next week is 4 nights/week, including weekends.

ESSENTIAL FUNCTIONS

• Assist the Supervisor in providing direction, training and overall supervision to assigned staff utilizing checklists, schedules, balance sheets, logs, procedures and other documentation routinely used in the day-to-day operation.
• Tier 1 help desk support. Log Operational incidents. Respond to requests, inquiries and problems from users. Entering and redirecting tickets in Service Now.
• Strive towards continual improvement. Accountable for ensuring the accuracy & verification of data and enforcing the requirement for quality results from the team.
• Operate computer systems by responding to console messages, running GUI applications, running telnet sessions on multiple mainframe systems and integrated sub-systems.
• Constantly monitor system activity via console messages, logs and network management system and report system abnormalities and/or out of balances to Shift Supervisor immediately.
• Maintain vigilance over network / systems monitoring system and report minor, major and critical system errors to Shift Supervisor immediately.
• Operate peripheral devices keeping equipment clean and well maintained.
• Perform information research procedures as properly requested and authorized by the Security, Compliance, and Claims Departments.
• Install software updates to production systems and perform routine maintenance such as weekly takeovers and quarterly Disaster Recovery testing to backup data center.
• Process Lottery drawings by entering and verifying winning numbers, distributing results to media outlets, updating lottery websites, customer information database, etc. Ensure 2nd person verification is performed on all input data before executing.
• Participate in multi-jurisdiction draw processing via conferencing and VPN reporting.
• Perform backup library tasks including the off-site rotation, catalog, storing and retrieving of files in accordance with established procedures.
• Organize, maintain, distribute and file, output reports, logs, forms, checklists and balance sheets.
• Complete Incident Reports in accordance with escalation procedures to notify programmers, managers and other support staff of any exceptions in processing.
• Administer the collective bargaining agreement within his/her shift.
• Support Supervisor managing staff with respect and positivity. Align the team for success by encouraging teamwork, collaboration, open communications and positive group dynamics. Administer EPRS to assigned personnel.
• Communicate employee performance, problems, concerns, recommendations as well as recognition to Shift Supervisor and Data Center Manager.
• Assist in training of Operations personnel as assigned.
• Assume Shift Supervisor responsibilities and accountability in the absence of the Shift Supervisor.
• The events of certain circumstances, i.e. State of Emergency, Lottery need, etc., may determine this position to be considered as "essential".
• Adhere to all Departmental and MSLC Policies and Procedures.
• Performs other duties, as assigned.

• Associate Degree in Computer Science, education in computer field and/or prior directly related data processing experience.
• Experience in Data Center operations of an On-Line Transaction Processing (OLTP) environment.
• LENOVO, IGT, ELSYM ICS, SERVICE NOW, TCP/IP, FTP, MUSL CARS/DRS, UNIX / LINUX, VM WARE / VIRTULIZED ENVIRONMENTS, VMS, VSE, EFT, TIVOLI, UPS shipping, Lottery networks, website updates, etc.
• Ability to operate with minimal direction and supervision; to plan, assign tasks, supervise, train and motivate people under his/her direction to perform the work assigned to his/her particular shift.
• Ability to communicate problems in a clear, concise and technical manner, to follow through on detail, analyze and solve operating problems and be sufficiently flexible and resourceful to perform in sometimes stressful situations.
• Physical work requiring the ability to lift 25-50 lbs i.e., loading paper in printers, etc.
• Excellent written and oral communication skills and the ability to follow detailed written and oral instructions.
• Knowledge of software desktop applications such as Outlook, Explorer, Excel, Word, Access and PowerPoint.
• Willingness to learn, share knowledge, and ability to train others.
• Excellent attendance, punctuality, reliability, and dependability.
• Valid driver's license is required. Position will require occasional travel.