IT Application Support Specialist at Northfield Park Racino – Northfield, Ohio

At Northfield Park, the IT Application Support Specialist is responsible for providing day-to-day technical and functional support for business and gaming applications across the casino and hospitality enterprise. This position ensures that mission-critical systems point-of-sale (POS), HRIS, and casino management platforms—operate efficiently and securely to support seamless guest service and property operations. The specialist serves as the first line of application support, resolving user issues, maintaining data accuracy, coordinating with vendors, and assisting in the implementation of system updates, integrations, and upgrades. The role requires attention to regulatory requirements, data security, and compliance within a 24/7 hospitality environment.

ESSENTIAL JOB FUNCTIONS/DUTIES:

List duties in order of time spent or importance. Essential duties and tasks that must be performed with or without reasonable accommodation.

• Provide functional and technical support for property-wide applications including casino management systems (CMS), POS, HRIS, and timekeeping systems.
• Monitor daily application performance, troubleshoot system errors, and coordinate issue resolution with IT staff, vendors, and end users to ensure business continuity.
• Maintain system access and user permissions in accordance with internal control and gaming regulatory standards.
• Assist in the testing, deployment, and validation of software patches, upgrades, and new releases to minimize disruption to operations.
• Create and maintain documentation for application configurations, workflows, troubleshooting procedures, and knowledgebase articles for internal use.
• Collaborate with operational departments (Gaming, racetrack, Food & Beverage, Finance, and HR) to identify system needs, improve processes, and recommend technical solutions.
• Participate in new system implementations, property expansions, and integrations with enterprise applications.
• Provide user training and support materials to ensure consistent and compliant use of systems.
• Track and report application incidents, service requests, and performance trends via the IT service desk/ticketing system.
• Assist with data validation, reporting accuracy, and integrity of system interfaces between gaming, hospitality, and financial systems.
• Maintain compliance with company IT policies, cybersecurity requirements, and state gaming regulations.
• Perform additional duties and special projects as assigned by management.

JOB SPECIFICATIONS:

Education, experience, skills required, equipment used.

• Must be at least 21 years of age.
• Three or more years of applicable experience, Associates or above degree preferred, or combination of experience and education.
• Working knowledge of enterprise and property management applications such as Agilysys LMS/Infogenesis, Micros, Stratton Warren, Kronos/UKG, Workday, or comparable systems.
• Understanding of gaming and hospitality operations including slot systems, racetrack, F&B, HR/payroll, and finance.
• Familiarity with help desk operations, ticketing systems, and ITIL service management concepts.
• Basic understanding of SQL queries, system integrations, and reporting tools.
• Strong analytical and critical thinking skills with attention to detail.
• Excellent verbal and written communication skills with a customer-service orientation.
• Ability to manage multiple priorities and work effectively in a fast-paced, 24/7 hospitality environment.
• High integrity and discretion when handling sensitive or confidential data.
• Proficiency with Microsoft Office and enterprise collaboration tools.
• Must be able to work flexible hours, including weekends, holidays, and overnight shifts as needed to support operational systems.
• Must maintain a valid state gaming license as required by jurisdiction.
• May be required to participate in on-call rotation or after-hours maintenance.

CERTIFICATION REQUIREMENTS:

• Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? N/A
• Gaming License Required? TBD
• Other Certifications?

PHYSICAL, ENVIRONMENTAL & OTHER REQUIREMENTS of the position with or without accommodation. Indicate the type of physical effort which is essential to the successful performance of this job

• standing
• lifting 20 lbs
• observing
• turning
• walking
• bending/stooping
• carrying 20 lbs
• balancing
• sitting
• pushing 20 lbs
• kneeling
• hearing
• climbing
• reaching
• pulling 20 lbs
• stretching

Indicate any other requirements which are essential to the successful performance of this job:

• Ability to communicate on the telephone (hearing)
• Ability to understand technical manuals
• Ability to speak English
• Ability to work amicably with co-workers
• Ability to write legibly in English
• Ability to learn tasks in a reasonable amount of time
• Ability to read instructions and numbers in English
• Ability to follow supervisor's instructions
• Ability to complete tasks with numerous interruptions
• Regular attendance at meetings with both internal team members and external parties as appropriate, which may include enclosed office spaces and/or outdoor field site locations. Supervisor positions may include conducting and leading meetings.