Operations Support Analyst

Who we are:

Allwyn is a multi-national lottery operator with leading market positions in Austria, the Czech Republic, Greece, Cyprus, Italy, the United Kingdom, and the United States.  Our primary focus is lotteries, helping them raise more for good causes.  We drive innovation, efficiency, and safety across our casual gaming entertainment platform in the quest for enhanced player engagement.

Allwyn North America is headquartered in Chicago, and currently operates the Illinois Lottery under a private management agreement while seeking other opportunities throughout the U.S.  We also provide products and services to lotteries and their players throughout Europe and the United States.

About the Team:

The Technology team utilizes the latest technological trends to effectively build and manage solutions in an informal, open, and collaborative environment.

Position Overview:

Within Allwyn North America, the Operations Support Analyst will be a pragmatic individual with strong communication, problem-solving, and relationship-building skills. This individual is responsible for managing and prioritizing all escalated tickets. They will work cross-departmentally to resolve issues, restore services, and close tickets as quickly as possible. Following the ITIL process for all incidents is essential, with a focus on minimizing business impact when restoring services. A key aspect of this role involves managing interactions with our mission-critical vendors, as well as with internal and external stakeholders.

Responsibilities:

• Maintain Incident management processes and documentation 
• Maintain internal and external service delivery processes
• Manage the day-to-day Incident Management operation (from minor to Major)
• Manage the resolution of incidents that include high-impact and high-priority incidents to ensure minimal impact to the business
• Analyze incidents, identify trends, and develop working practices and resolutions to minimize the risk of recurrence
• Coordinate and manage cross-functional teams and vendors from all areas of business as required to resolve incidents
• Communicate the progress of major incident resolution with stakeholders and the wider business
• Work closely with Change Management to ensure changes are tested and implemented with no/minimal impact on the business
• Act as a backup to the Change Manager, as necessary
• Assist with multi-vendor release coordination 
• Work with Retail and Player Contact Centers to resolve escalated retailer/player complaints/cases.
• Develop and review internal processes as needed
• Execute daily/weekly/monthly Operations Checklist 
• Produce process measurements and KPI reporting as required
• Participate in on-call rotation, including nights and weekends as needed

Requirements

• Bachelor’s Degree or equivalent work experience required

• Strong written and verbal communication skills
• Solves complex technical problems; takes a broad perspective to identify innovative solutions
• Works independently, with guidance in only the most complex situations
• Applies best practices and knowledge of internal/external business challenges to improve products, processes or services 
• Leads others to solve complex technical problems; takes a broad perspective to identify innovative solutions.
• Develops and ensures successful implementation of processes and policies aimed at continuous improvement 
• Able to explain complex issues to both technical and non-technical stakeholders and work to build consensus in the issue and/or next steps
• Makes decisions guided by internal policies in non-standard situations

Preferred:

• Knowledge/Certification of ITIL Foundation level, preferably with Service Operation & Continuous Service Improvement.
• Experience with Incident Management process
• Broad understanding of the hardware and software that is utilized within the infrastructure
• Experience with working on major incidents, advising on the solution and remedial actions, during and after a major incident
• Experience  working with Problem and Change Management teams
• Operating rhythm with purposeful pace and agility
• Solution and action-oriented

Benefits

Working for Allwyn North America:

Our goal is to create one of North America’s most inclusive organizations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.  While the main contribution of the Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do.  That’s why we have committed to an ambitious Social Value strategy, which is woven into the way we do business.  We believe that lotteries must serve everyone, not just those who play.  So, whether as an employee, a supplier, a retailer or any of the stakeholders that we interact with, we will be powering good across the US.

The Allwyn values of We Do What is Right, We Win Together and We Think Differently, are embedded in the design of our organization and our plans for North America.

• We Do What is Right: By acting with integrity, making brave decisions, taking accountability and accepting responsibility. 
• We Win Together: By working together as one team, always empowering our colleagues, valuing our differences and respecting each other. We are always seeking opportunities to create business value while enjoying our work and having fun together.
• We Think Differently: By accepting feedback, listening to our peers, striving for improvement and always daring to innovate. We always deliver with passion and have broad horizons

Moreover, we pledge to have the highest standards of respect, diversity and inclusion at our company and support and encourage our partners to do the same.

Allwyn North America is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.