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Sup Software Apps Eng I


West Greenwich, RI, US, 02817

Requisition ID:  11085

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit


Position Summary

We are looking to hire an Application Support Supervisor to manage the daily operations of the Sales Wizard and Retailer Wizard help desks. The primary role of the application support supervisor is to ensure that help desk tickets are responded to quickly and resolved in a timely manner. In addition, the Application Support Supervisor will act as the second tier of escalation for help desk tickets and will occasionally need to meet with customers to discuss help desk related topics. 

About the Products

Sales Wizard is the industry-leading lottery sales force automation tool which provides sales teams with timely, relevant information and actionable insights. Sales Wizard helps lotteries identify opportunities at retail, drive best practices, and help grow lottery sales and profit.

Retailer Wizard provides all the tools and location-specific data that chain and independent retailers need to manage and grow their lottery business across product lines. With actionable alerts, dashboard Key Performance Indicators, social-media sharing capabilities, and more, Retailer Wizard drives specific actions to support in-store execution and sales performance.


-    Provide customer support for issues related to the Sales Wizard/Retailer Wizard websites, Sales Wizard Windows application, and Sales Wizard iOS application
-    Schedule customer meetings to discuss help desk topics when necessary
-    Analyze help desk activity and makes recommendations for improvements 
-    Investigate escalated help desk cases by querying the Sales Wizard/Retailer Wizard SQL databases and analyzing the application logs
-    Create development cases for product defects and works with the developers to scope fixes for upcoming software releases


-    Experience using a help desk ticketing system, such as JIRA, to track and resolve support issues
-    Intermediate knowledge of T-SQL and database systems
-    Experience troubleshooting Windows Server and Microsoft Reporting Services
-    Outstanding communication skills, particularly in conveying technical concepts in a matter that is easy for customers to digest
-    Strong knowledge of Windows OS and iOS
-    Exceptional debugging and troubleshooting skills

-    Degree in Computer Science or Information Technology
-    Networking experience and knowledge of HTTP

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership



IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, marital or family status, and any other personal attributes protected by federal, provincial or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

IGT (NYSE: IGT) is the global leader in gaming.  For more information, please visit

Nearest Major Market: Providence
Nearest Secondary Market: Rhode Island