IT Business Solutions Analyst

Position Summary :

The IT Business Solutions Analyst serves as the internal escalation point and liaison between Concert Golf Partners' employees and third-party IT vendors responsible for infrastructure, security, application support, and user provisioning. This role ensures effective coordination, vendor accountability, strategic on-site presence when necessary, and strong internal user support.

Vendor Escalation & Oversight :

• Escalation Point for IT Issues
• Step in when vendors are unresponsive, delayed, or ineffective
• Monitor SLA performance and follow up on open support cases, Cross-Vendor Coordination
• Liaise between internal users and vendors to ensure accurate, timely resolution
• Track ticket progress across all systems (infrastructure, cloud, ERP, etc.)
• IT Governance Support
• Identify recurring issues, service gaps, and user pain points
• Report findings to IT leadership and suggest improvements

Internal IT Operations & Coordination :

Device Support & Logistics

Provide support for club locations if vendor delays impact productivity

Monitor server and web application performance to ensure service levels are being met; escalate vendor issues as needed.

User Access & Asset Oversight

Track user provisioning / deprovisioning (via vendors)

Maintain internal logs of user access, software licenses, and IT assets.

User Support Triage

Assist employees in navigating vendor systems or communications

Provide interim support for minor or recurring user issues

Project Coordination & Tracking

Support internal IT project timelines, task management, and vendor follow-through

Help ensure deliverables stay on track and communicate with stakeholders

Other Duties as assigned

Cybersecurity, Compliance & Documentation :

Cybersecurity Awareness & Enforcement

Promote phishing awareness, secure password use, and general IT hygiene

Help enforce cybersecurity policies and ensure user compliance

Internal Policy & Audit Readiness

Support documentation gathering for audits and compliance reviews

Track inventory and assist with security reporting and documentation

Training & Knowledgebase Support

Develop or maintain internal IT guides, onboarding help, and user tutorials

Empower employees to self-service low-level issues and stay secure

Strategic Remote On-Site Support :

New Club Acquisitions

Be on-site during club onboarding to validate infrastructure readiness and coordinate with vendors

Technology Pilots & Rollouts

Support pilot deployments or test environments at select clubs

Observe and escalate real-time issues, gather user feedback

Qualifications :

Education

Bachelor's degree in computer science, Information Technology, or a related field; or equivalent work experience.

Experience

10+ years proven experience as an IT Support Engineer or similar role.

Competencies :

Strong knowledge of computer hardware, software, and networks.

Proficiency in troubleshooting and problem-solving.

Excellent communication and interpersonal skills.

Ability to work independently and as part of a team.

Familiarity with various operating systems and platforms.

Project management skills and experience.

Application support experience.

Experience partnering with 3rd party service providers.

Experience using ERP systems

Preferred Qualifications : Certifications :

Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP).

Experience

Experience with network management, cloud services, and project management.

Industry Experience

Experience supporting hospitality, country club, or golf course operations.

Typical Working Conditions :

Work is performed in an indoor setting with a moderate noise level in the work environment.

Benefits :

We offer a comprehensive benefits program to include medical, dental, vision, other voluntary products, Flexible Spending Account, Health Savings Account, Paid Time Off, Paid Company Holidays, 401(k) Retirement & Savings Plan, and Playing Privileges.

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