Service Operations Analyst

The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe, responsible, and ethical way. We will do this by embedding our values to lead the organisation with a focus on safer gambling and good business practices.

Our properties across Brisbane, the Gold Coast and Sydney are world-class with many award-winning hotels, restaurants, bars, and entertainment venues.

As our Service Operations Analyst reporting to the Service Operations Manager, you will ensure all IT business services and environments are monitored and available 24/7, allowing memorable customer experiences with technology that meets The Star's guest service expectations.

This is a fantastic opportunity where you will provide guidance and support to other Service Operations Analysts and IT Management and ensure compliance with relevant statutory and regulatory requirements.

A few of your responsibilities:

• Provide 24x7 enterprise monitoring across The Star Entertainment Group properties and key business systems, applications and services to ensure maximum up time. This includes using, maintaining and enhancing the available monitoring tools to proactively identify and action potential issues prior to them becoming incidents.
• Provide 24x7 support to both internal and external clients.
• Complete all system checks/duties and oversee the execution of all Operational Daily Tasks.
• Successfully perform planned/scheduled tasks that are part of change requests such as: monthly patching of servers, stopping/starting of services and troubleshooting.
• Provide first and second level support and guidance to resolve incidents at first contact. This includes, casino gaming systems, F&B systems, hotel systems, corporate systems, password resets, user account creation, general user support of business applications, hardware and peripheral hardware support.

What we are looking for:

• Demonstrated experience in support of high performing and highly available systems is desired
• Minimum one year experience supporting desktop & server environments
• Strong general judgment and action orientation coupled with strong problem-solving skills in a complex IT environment
• Experience writing technical documentation
• Strong customer service focus with a realistic viewpoint on timeframes and limitations of environment

About you:

You have excellent problem solving skills and are customer service focused. You take pride in delivering work to the highest standard, with excellent time management and teamwork skills, and can work independently and connect with stakeholders at all levels.

Your role will be pivotal in shaping the success of our IT Operations & Services department by ensuring our systems are monitored and maintained for our internal and external clients.

What we can offer you:

• Complimentary meal on site every day including hot meals, sandwich bar and more
• Five weeks of paid Annual Leave for team members who meet the definition of shift worker
• Discounted parking + other transport options (dependent on property)
• Up to 30% discounts across award winning restaurants and accommodation
• An organisation that values diversity, teamwork and being your best self
• Lifestyle discounts including gym memberships, retail discounts and dry-cleaning services
• Paid Parental leave from Day 1, Secondary Carer's leave also on offer

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

Our culture:

Each team member is expected to champion The Star's Purpose, Values, and Principles (PVP), which serve as the cornerstone of The Star's culture.

Our purpose is to create fun at trusted destinations. This commitment involves living our values of Build memorable connections, Own It, Lead with Integrity, and Take good care.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia's First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that's right for them and their unique well-being needs.

The Star was awarded WGEA Employer of Citation for Gender Equality and has been recognised as a 2024 GOLD Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It's your time to SHINE