Platform Support Engineer

Summary: Our Platform Support Engineer is part of a team that is responsible for: 1. Performing daily administration and general monitoring to keep the applications within their portfolio running well; 2. Troubleshooting and resolving escalated issues in a timely manner; 3. Developing and leveraging expert-level knowledge of supported applications and platforms; 4. Providing architecture guidance, assisting with integration efforts, and providing implementation support to the project team and business units. Our Platform Support Team owns applications and platforms in the portfolio, with equal responsibility over both the present and future states. 

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.

Required Qualifications: 

• 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

Physical Requirements: 

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

$68,000 - $78,000 annual base salary

An employee’s pay position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of Great Wolf’s total compensation package. Other rewards may include annual bonuses, a Paid Time Off policy, and other perks.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.