Senior Analyst, Technical Support

Year Round
AUTHENTICITY | EMPOWERMENT | COLLABORATION | PURPOSE
Alterra Mountain Company is a family of 17 iconic year-round resorts, the world's largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world.
Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, the company has brought together some of the world's most aspirational brands, including: Steamboat and Winter Park in Colorado; Palisades Tahoe, Mammoth Mountain, June Mountain, Big Bear Mountain Resort and Snow Valley in California; Stratton Mountain and Sugarbush Resort in Vermont; Snowshoe Mountain in West Virginia; Tremblant in Quebec and Blue Mountain in Ontario, Canada; Crystal Mountain in Washington; Schweitzer in Idaho; Deer Valley Resort and Solitude Mountain Resort in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. Also included in the portfolio is Alpine Aerotech, a worldwide helicopter support and maintenance service center in British Columbia, Canada, Aspenware, the ski industry leader in technology services and e-commerce, and Ski Butlers, the global leader in ski and snowboard rental delivery.
A career with Alterra Mountain Company is more than what you do today; it's being part of creating a community rooted in the spirit of the mountains, united by a passion for adventure, and celebrating the legendary adventures and enduring memories that mountains bring to everyone.
BESIDES WORKING SOMEWHERE AWESOME, WHAT'S IN IT FOR YOU?

• Free Ikon Pass for all eligible employees, with additional free skiing + riding privileges across the family of Alterra Mountain Company resorts for all eligible employees and their dependents
• Discounted skiing + riding for friends and family of eligible employees across the family of Alterra Mountain Company Resorts
• Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to rest, relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more
• 401(k) plan with generous company match
• Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education
• Paid parental leave of up to 6 weeks for eligible employees
• Commuter benefits (Denver employees only)
• Flexible/hybrid workplace policy empowering employees to work from home while encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver's RiNo Art District neighborhood

For information on Alterra Mountain Company's Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at www.alterramtnco.com/social-responsibility. Among other resources, Alterra has Employee Resource Groups to support the BIPOC (Black, Indigenous, and people of color), disability, LGBTQIA2S+, and women communities within our workforce.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.
POSITION SUMMARY
Alterra is seeking a Senior Technical Support Analyst who wants to have a direct impact the ski industry. This position will be an integral contributor to the stability of Alterra's Direct to Access (DTA) platform. This person will be responsible for overseeing the Technical Support and administration of the DTA platform, which supports Alterra's season passes, including Ikon, and is comprised of multiple individual systems and components. This includes integrations with AMP and Inntopia; support of the Central RTPONE application, cloud based DTA services, and Ikon Appliances; and the integration to resort POS systems.
This position requires a driven self-starter who learns quickly, can traverse both technical and business domains, and can build collaborative relationships with both the development and product teams. This position will rely on skills and experience across Technical Support, system administration, and business analysis. The ideal candidate has a history of developing a deep understanding of business functions and procedures, managing complex software platforms, and collaborating effectively with cross-functional teams.
When you join our team, you will:

• Collaborate with internal stakeholders in Marketing, Finance, and Operations to understand their needs.
• Champion our destinations and their use of the system, ensuring defects and issues are resolved with their interests in mind.
• Work with internal stakeholders and teams throughout the year to ensure the system's configuration drives the stated business objectives.
• Support our software engineers writing clear requirements & stories.
• Develop, share, and mentor other analysts as well as engineers with your deep domain knowledge, and an eye towards the end-to-end solution and the experience of our guests and employees.

An ideal candidate listens exceptionally well, articulates critical path questions, is motivated to constantly learn, and has penchant to look at challenges with a very open mind. This position will rely on skills and experience across application support, Technical Support & operations, communication, and a drive to learn.
ESSENTIAL DUTIES

• Support the daily operations of Alterra's Pass Platform
• Assign, review, and research incoming support tickets through Fresh Service, focusing on triage to determine criticality; communications to affected parties; steps to resolve if possible or escalation if necessary.
• Clearly communicate with multiple stakeholders in a timely fashion the status of any issues or actions necessary to resolve.
• Document issues, including research performed, steps take to reproduces, and steps taken to resolve.
• Work with engineering team for escalated issues to articulate the issue, steps to reproduce, and support testing and confirmation of resolution.
• Prioritize and appropriately escalate issues to assure timely problem resolution.
• Work with users and business partners as needed to share information and resolve problems.
• Provide regular status updates of issues, defects, and platform risks.
• Maintain product setup, including creation and updates, while coordinating with marketing and accounting resources.
• Perform platform administration activities, focused primarily on configurations of the many systems components, product mappings between AMP, Central and Resort Systems.
• Perform platform testing to support new feature development, regression testing, and deployment activities.
• Participate in and support the product release process.
• Develop and maintain system and support documentation.
• Develop and maintain a working knowledge of Ski industry processes and procedures.
• Develop and maintain a working knowledge of Alterra's point-of-sale, eCommerce, and access control systems.

Additional responsibilities:

• Communicate and partner effectively with a variety of team members across Alterra Mtn Co and external partners
• Demonstrate pro-active problem resolution abilities, demonstrate an ability to be a problem solver
• Identify platform challenges and provide appropriate process and procedures to mitigate those challenges
• Foster a culture of collaboration, creativity, and innovation.
• This position may be required to work evenings, weekends, and holidays.
• Perform other duties as assigned

EDUCATION & EXPERIENCE REQUIREMENTS
EDUCATION:

• Bachelor's degree in technical field, or 10+ years in applicable technical role with related responsibilities.

KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:

• 5 - 7 years supporting critical enterprise systems
• 5+ years in technology, support desk, quality assurance, or similar fields
• 3+ years practical experience in operational software support methodologies, using various business productivity tools like Fresh Service, Jira, Confluence, Visio/LucidChart, Teams/Slack,
• 3+ years Proven ability querying databases using T-SQL
• Experience with reading and updating JSON.
• Proven record delivering clear and timely communications to stakeholders and team members
• Demonstrated understanding of project scope, schedule, change and quality management
• Understanding of Ski Industry Resort operations preferred.
• Ability to work in a team environment as well as independently

The base salary range below represents the low and high end of the Alterra Mtn Co Shared Services Inc. salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Alterra Mtn Co Shared Services Inc.'s total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.
Denver area base salary range: $63,000 - $95,000 per year
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to walk, talk, see, hear, and operate a computer and other office productivity machinery.
WORKING CONDITIONS
Indoor/Outdoor: While performing the duties of this job, the employee may be exposed to harsh and varying outside weather conditions.
Hazardous Materials/Noise: The noise level in the work place is usually moderate.
This job description is not an exhaustive list of all functions and responsibilities that an employee may be required to perform in this position. Alterra Mtn Co Shared Services Inc. and its affiliates reserve the right to modify, increase, decrease, suspend, and or eliminate any of the essential duties and/or the position in its entirety.
This job description is not an express or implied contract, guarantee, promise, or covenant of employment for any set term or duration, or for termination only for cause.
Employment with Alterra Mtn Co Shared Services Inc. or any of its affiliates is "at will" meaning either party may terminate the employment relationship at any time with or without cause and with or without notice.
This position is located in Colorado, and the work is primarily in Denver, CO and, as such, employment in this position is subject to the labor and employment laws of the state of Colorado.
Application Deadline: Recruiting timelines vary by position, however, all Alterra Mtn Co Shared Services Inc. positions accept applications for a minimum of 5 business days from the posting date listed above. This position is open and still accepting applications.
Alterra Mtn Co Shared Services Inc. and its affiliates are equal opportunity employers and maintain drug-free workplaces. All employees and candidates are reminded that Alterra Mtn Co Shared Services Inc. and its affiliates adhere to all applicable labor and employment laws, and State, County, and City-specific labor and employment regulations, where applicable.