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OAL Application Support Specialist
The Office of Arkansas Lottery (OAL) Application Support Specialist serves as the senior operations support role and application specialist within the Office of Arkansas Lottery (OAL) IT Gaming Division. This position is responsible for monitoring, executing, and validating critical systems operations-particularly those involving multi-state and in-state lottery draws. The role ensures that all related hardware, software, and operational processes function properly, and that financial data, winning numbers, and official results are recorded, published, and broadcast accurately and securely.
Class Code:
LLO02P
Job Grade:
IST05
Special Job Requirements:
Typical Functions:
Coordinate and oversee the operation of state and multi-state lottery draws to ensure systems, software, and hardware are functioning as expected. Verify that draw-related processes execute successfully, including number generation, data logging, result recording, and post-draw broadcasting. Provide guidance and task-level leadership to OAL Computer Operators during shifts, ensuring compliance with procedures and operational timelines. Monitor key system performance indicators, batch jobs, file transfers, and application status before, during, and after draw events. Investigate and document operational anomalies, reporting them to supervisors or escalating when necessary. Monitor computer room equipment and be the primary contact with Internal Control System (ICS) vendors for service and maintenance needs. Ensure the accuracy and proper transmission of data files related to draw outcomes, financial information, and prize calculations. Confirm timely and accurate posting of results to public and internal-facing systems. Maintain detailed operational logs, tracking completed tasks, anomalies, errors, and corrective actions for audit purposes. Perform pre-operational checks of system components, including terminals, servers, communication devices, and backup systems. Coordinate with draw officials, vendors, and IT personnel to ensure operational readiness and proper handoff between shifts. Testing activities to include writing test plans, executing tests, regression testing, performance testing Collaborate with developers, product managers, and vendors to identify and resolve defects or inefficiencies in the system and software applications. Provide feedback and suggestions for process improvement based on quality assurance findings, software issues, and system performance data.
Knowledge, Abilities, and Skills:
Able to closely monitor systems and processes with precision to ensure accurate data and result reporting. Takes ownership of operational responsibilities and understands the importance of system integrity and public trust in lottery operations. Communicates clearly, concisely, and respectfully with team members, management, and vendors-especially during issue resolution. Demonstrates reliability and the ability to guide less experienced staff through routine and non-routine operations. Recognizes early signs of system or process failures, evaluates options, and applies documented procedures or escalates as necessary.
Minimum Qualifications:
A high school diploma or GED, plus two (2) years of experience in computer operations or as a technical support analyst are required. A bachelor or associate degree in information technology preferred. Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.
Required Certificates:
N/A OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.
Exempt:
E