Assistant Business Application Manager (IT Department)

OVERVIEW OF POSITION:

The Assistant Business Application Manager is responsible for supporting the management, maintenance, enhancement, and optimization of business applications across all E-Gaming Clubs operations. This role serves as a bridge between business users and IT teams to ensure business systems effectively support operational, marketing, customer relationship management, finance, gaming operations, and regulatory compliance requirements.

The position assists in application implementation projects, website, app, user support, system integration, process improvement initiatives, and vendor coordination to ensure business applications operate efficiently, securely, and in alignment with organizational objectives.

Duties may include but not limited to:

• Collaborate with business units to collect and document technical and business process requirements.

• Analyze business operations to identify inefficiencies, trends, and improvement opportunities.

• Develop strategies to enhance processes and ensure operational efficiency.

• Manage or contribute to projects from initiation to completion, ensuring delivery meets timelines and budgets.

• Provide level 2 application support and troubleshoot issues to ensure system reliability.

• Coordinate with team members and vendors for seamless system operations.

• Document workflows and identify gaps in processes and systems.

• Conduct system testing to ensure products meet quality and user expectations.

• Maintain operational procedures and scenario documentation for system functions.

• Conduct training to team members to foster confidence in system usage.

• Other duties as required by direct managers.

KEY FUNCTIONS

Business Application Management

• Support the daily operation, maintenance, and performance monitoring of business applications utilized by the Club.

• Assist in managing Gaming Management Systems, CRM systems, Membership systems, Marketing platforms, ERP systems, HR systems, and other operational applications.

• Coordinate system upgrades, patches, enhancements, and configuration changes.

• Monitor application performance and proactively identify opportunities for improvement.

• Ensure application availability and minimize operational disruptions.

Business Analysis & User Support

• Gather and analyze business requirements from various departments.

• Translate operational requirements into functional specifications and system solutions.

• Act as the liaison between business users, vendors, and technical teams.

• Provide Level 2 application support and troubleshooting assistance.

• Investigate system issues and coordinate timely resolutions.

Project Implementation

• Support the implementation of new business applications and system enhancement projects.

• Participate in project planning, testing, deployment, and post-implementation reviews.

• Coordinate User Acceptance Testing (UAT) activities with relevant stakeholders.

• Ensure project documentation is maintained and updated.

Data & Reporting Support

• Assist departments in designing and generating business reports and dashboards.

• Ensure data accuracy, consistency, and integrity across business applications.

• Support data migration, validation, and reconciliation activities.

• Work closely with stakeholders to improve reporting efficiency and decision-making capabilities.

Vendor & Stakeholder Management

• Coordinate with software vendors and service providers regarding support requests and enhancement requirements.

• Track vendor performance and ensure service delivery meets agreed service levels.

• Assist in evaluating new technology solutions and business applications.

Compliance & Security

• Ensure applications comply with company policies, IT standards, gaming regulations, and security requirements.

• Support application access management and user permission reviews.

• Assist in audit activities related to business applications and system controls.

Training & Documentation

• Develop and maintain user guides, SOPs, and system documentation.

• Conduct user training sessions and knowledge-sharing workshops.

• Promote system adoption and best practices among end users.

Key Performance Indicators (KPIs)

• Business application system uptime and availability.

• Resolution time for application-related incidents.

• Successful implementation of system enhancements and projects.

• User satisfaction with business applications and support services.

• Accuracy and timeliness of reporting deliverables.

• Compliance with IT governance and security requirements.

• Effectiveness of vendor coordination and issue management.