Technical Support Analyst - Enterprise Data

Year Round

COLLABORATION | AUTHENTICITY | PURPOSE | EMPOWERMENT

Alterra Mountain Company is a family of iconic year-round mountain destinations, 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, Alterra Mountain Company exists to shape the future of mountain adventure.

WHAT WE OFFER

• Free Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for 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 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
• 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.

POSITION SUMMARY

The Technical Support Analyst position will be an integral contributor to the daily operations of Alterra’s Unified Data Platform (UDP). This position will be responsible for technical support and administration of the data platform, supporting enterprise-level reporting solutions. This includes supporting the integrations of various systems across including points of sale, lodging, finance, human resources and reporting solution. Day-to-day, you will gain exposure to many facets of our business and systems as you provide high-impact value to our partners.

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 engineering and product teams. This position will rely on skills and experience across technical support, system administration, and business analysis. The ideal candidate has a background or education in data analysis, and is eager to learn new skill and build on their experience.

ESSENTIAL DUTIES

General Responsibilities

• Support the Unified Data Platform (UDP) and the users who consume its data.

• Review and research incoming support tickets through Fresh Service, focusing on triage to determine criticality; Manage communications with affected parties; Determine steps to resolve if possible or escalate to engineering if necessary.

• Provide regular communications and status updates to stakeholders of any open issues.

• Document issues thoroughly, including research performed, steps taken to reproduce, and steps taken to resolve.

• Maintain UDP’s knowledge base in Confluence.

• Work with engineering team for escalated issues to articulate the issue, steps to reproduce, and support testing and confirm resolution.

• Prioritize and escalate issues to assure timely problem resolution.

• Work with users and business partners as needed to share information and resolve problems.

• Administer on-call schedule rotations within Pager Duty.

• Provide user access to reporting assets as requested by the business.

• Develop and maintain a working knowledge of Ski industry processes and procedures.

• Develop and maintain a working knowledge of the data sources that feed the data platform.

• Develop and maintain a working knowledge of the reports that are built on top of the data platform.

Additional responsibilities:

• Communicate and partner effectively with a variety of team members across Alterra Mtn Co and external partners.

• Demonstrate proactive 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.

EXPERIENCE REQUIREMENTS

Experience:

• 3+ years providing technical support

• 1+ years as a technical support analyst, or equivalent education.

• 1+ years working with data warehouses or data platforms.

• Understanding of data management principles and related technologies.

• Proven time- and task-management skills, ensuring all activities are completed as planned.

• History of clear and timely communications with stakeholders and team members.

• Professional/lived experience working in a culturally competent manner with a diverse range of people.

• Experience working with Excel for Data Analysis.

• Experience writing Transact-SQL to query databases.

• Experience managing many complex tasks simultaneously.

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 the Company’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: $67,000.00 - $93,000.00 per year

Application Deadline: This position is open and still accepting applications.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

Alterra Mountain Company and its affiliates are equal opportunity employers.