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Specialist IT Support Center - Year Round

Date:  Sep 13, 2021

Broomfield, CO, US

Company:  Vail Resorts
Shift Type:  Year Round

Reach Your Peak at Vail Resorts.  As a community of adventurers and discoverers, Vail Resorts delivers an experience of a lifetime to our guests and our employees. Our team is made whole by the brave, passionate individuals who ambitiously push boundaries and challenge the status quo. Whether you’re looking for seasonal work or the career of a lifetime, join us today to reach your peak. 

Primary role responsible for administration and configuration of key IT Service Management / IT Ticketing platform (Ivanti Service Desk).  The Specialist will interact with other IT departments to receive requests for the implementation of new / modified functionality in the IT ticketing system;  Specialist will gather requirements to understand the request, plan the implementation, configure and test, and move the modifications into production using proper IT Change Control and ensuring sufficient regression testing.   Responsible for overall maintenance of the platform.


Role will have secondary responsibility for other systems/platforms used throughout the IT organization such as Active Directory, Remote Support tool (Bomgar), Access & Identity Mgmt (User Provisioning) tool, SharePoint, Reporting platforms and others, with the ability to serve as a backup for other team members.   


Essential Job Responsibilities:

  • Interact with IT users to understand their usage and needs from the IT Ticketing Platform.
  • Gather and document user requirements for the Platform, either in one-on-one or group/workshop settings.
  • Configure the workflows and operation of the ticketing platform, including configuration and maintenance of interfaces.
  • Test new/modified changes as well as perform regression testing on the platform as changes are contemplated.
  • Ensure proper support documentation exists for usage by user community.
  • Utilize the Change Management processes which govern IT Changes.
  • Own and manage the vendor relationship with platform vendors
  • Configure dashboards and reports used throughout the IT organization, highlighting data associated with individual users up to Leadership reports showing overall organization performance.
  • Mentor other specialists in the configuration of the tool in order to enable growth of Service Catalog items and key reports. 
  • Other duties as assigned

Education:  College degree preferred, BS/AS from an accredited university / college
Work Experience:  2-3 year experience configuring in Ivanti or other ticketing platforms
Licenses/Accreditations:  ITIL comprehension;  ITIL Foundation preferred
Primary Technical Skills:  

  • Prior configuration experience with IT Ticketing system (Ivanti, ServiceNow, Remedy, Cherwell, etc…); 
  • Experience IIS web services
  • Experience with workflow automation and cross-platform integration
  • Experience with API/REST/SOAP
  • Experience with PowerShell / Batch Scripting
  • Experience with SQL and HTML

Language(s) Skill:   Strong English oral, listening and written communication skills
Other Requirements:  

  • Ability to learn new tools and skills through self-study
  • Excellent questioning and analytical skills
  • Project management of self and small team to meet committed deliverables
  • Ability to glean requirements from user community
  • Ability to work independently and as part of a team
  • Effective interpersonal skills and the ability to communicate with diplomacy and tact
  • High level analysis and documentation abilities
  • Ability to work weekends and holidays when necessary to support specific project needs

Preferred Skills:

  • Experience with Ivanti platforms preferred
  • DevOps experience preferred
  • Experience with PHP, Python, JavaScript, Azure, etc…. preferred





The budgeted range starts at $25.00 - $32.35.  Actual pay will be adjusted based on experience.


The perks include a free ski pass, and a set of benefits including... 

  • Medical, Dental, Vision insurance, and a 401(k) retirement plan  
  • Hourly employees are generally eligible for accrued Paid Time Off (PTO), Extra Time Off (ETO) and Sick Time.  Salaried employees are generally eligible for Flexible Time Off (FTO) 
  • Paid Parental Leave for eligible mothers and fathers  
  • Healthcare & Dependent Care Flexible Spending Accounts  
  • Life, AD&D, and disability insurance 


We offer a variety of career opportunities at our world-class resorts and corporate headquarters near Boulder, Colorado in fields like Finance & Accounting, Human Resources, Information Technology, Legal, Public Affairs & Sustainability, Marketing, Sales & Communications and more. Our corporate team shares both a passion for the outdoors and a drive to re-imagine the mountain resort experience around the world. Learn more at www.vailresortscareers.com

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 296847

Nearest Major Market: Denver