Manager, IT Business Analysts

Stratton Mountain Resort
parental leave, sick time, 401(k)
United States, Vermont, Rutland
Mar 25, 2025
Year Round At Stratton, we are a team of people who work extremely hard and take our jobs very seriously, without forgetting how to laugh and have fun. We choose people that display the talent and attitude that exemplify the high level of service our guests expect and deserve. Our vision is to be A BOLD MOUNTAIN COMMUNITY CULTIVATING EXTRAORDINARY EXPERIENCES. BESIDES GETTING PAID TO WORK AT AN INCREDIBLE RESORT, WHAT'S IN IT FOR YOU? Stratton's team members are rewarded with job experience, opportunities for career advancement and some great lifestyle perks (eligibility based on employee type). Alterra Mountain Company Employee Pass - free lift access & discounts at Alterra resorts Free or discounted multi-resort dependent season passes Free or discounted IKON pass Discounted golf & fitness center memberships Employee childcare rates & discounted seasonal programs Retail + F&B discounts Friends & family tickets Onsite medical clinic Medical, dental, vision, life, disability, EAP, HSAs, & FSAs 401(k) plan with company match Discounted tuition plan Paid parental leave Paid sick time, FTO, Vacation Additional perks & benefits for year round employees The IT Business Analyst Manager (ITBAM) reports to the Regional VP, IT Resort Operations and is responsible for leading the centralized configuration, implementation, training, and support of business applications across Alterra Mountain Company's Eastern Region resorts-including Snowshoe and Stratton, with future expansion to additional resorts. This role oversees the Business Analyst team, ensuring the delivery of accurate, efficient, and guest-centric products and services across key systems including RTP POS, SMS Host PMS, Inntopia, Golf POS, Retail & F&B systems, and associated integrations. The ITBAM plays a critical leadership role in aligning resort technology solutions with business goals-optimizing sales, revenue, guest experience, and operational efficiency. This position will oversee and implement system configuration and support across various modules including Ticketing, Pass Programs, RFID Gates, Rentals, Retail, Sports School, Food & Beverage, Lodging, and Reporting Services while remaining hands-on in system configuration, troubleshooting, and solution delivery. As a people leader and subject matter expert, the ITBAM provides guidance, mentoring, and performance management for the Business Analyst team-driving best practices, knowledge sharing, and process improvement across the region. This role also serves as the primary escalation point for the BA team on complex issues, partnering closely with business stakeholders across IT, Marketing, Guest Services, Finance, and Operations to deliver optimized system performance and support. Additional responsibilities include: Leading system implementation projects and new product rollouts Ensuring timely delivery and accuracy of product build for Resort Sales Ensuring alignment with Alterra standards for data security, PCI compliance, and SOX regulations Managing stretch assignments and project prioritization across the team Conducting annual performance reviews and driving individual development plans Acting as a key communication conduit between resorts, the regional IT team, and Alterra corporate partners This position plays a critical role in enhancing the guest and employee experience through technology innovation and operational excellence. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. ESSENTIAL DUTIES: Provide clear, effective communication with both technical staff and business stakeholders regarding systems, procedures, troubleshooting and business requirements. Develop and maintain best practices, standards, and efficiencies for local resorts. Engage and assist OneIT with future development, testing and support of initiatives. Deliver a high level of accuracy and efficiency with all pricing updates and product requests builds Proven ability to troubleshoot POS and PMS application issues and coordinate resolution Have in-depth understanding of databases, Windows O/S, networking, and other technology Acquire knowledge of the RTP database table structure and ability to write SQL queries for troubleshooting and custom reporting. Foster and maintain a strong relationship with software vendors as inquiries, issues, or bugs are tracked through a case management system Stage a major application release deployment or enhancement upgrade, including completion of scoping, unit and regression testing, devising a release plan, and application deployment. Document issues, including research performed, steps taken to reproduce, and steps taken to resolve Ensure company and department priorities and service standards are being communicated and enforced Proven ability to engage with business leaders and users to understand how data-driven changes to process, products, services, software and hardware can improve efficiencies and add value 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 Collaborate with other BAs or IT professionals to solve problems or improve processes. Serve as a role model for the department by showing excellence in attendance, reliability, integrity, communication, and proactiveness with daily departmental support requests or tasks Delegate work to BA team when urgent projects or tasks are escalated and offer mentoring and guidance on best practices Take initiative to present ideas or solutions to business operating units, SLT teams, management, other IT professionals, or business stakeholders. Attend IT and operations meetings and fill in as primary contact/leader of department when deemed necessary REQUIREMENTS Bachelor's Degree in technical field, highly encouraged, or 3+ years in an applicable technical role Minimum 2-3 years of experience as a Product Business Analyst with hands-on knowledge of RTP, Inntopia, and SMS, and a strong understanding of resort operations across multiple business functions. At least 1 year of managerial experience leading, mentoring, and motivating a team, including cross-department collaboration and project leadership to deliver system configurations, product builds, and process improvements. Proven expertise in RTP, Inntopia and other resort application systems Experience with implementing and maintaining interfaces with current resort POS/PMS applications Effective oral and written communication skills Experience in motivating and managing a staff Analytical and problem-solving skills to uncover issues, gather data, and provide solutions A combination of education and experience from which comparable knowledge and skills have been acquired will be considered.