Job Description

COMPANY OVERVIEW

AUTHENTICITY | PASSION | COMMUNITY | INNOVATION | ADVENTURE

Alterra Mountain Company is a family of 15 iconic year-round destinations, including the world’s largest heli-ski operation, offering the Ikon Pass, the new standard in season passes. The Ikon Pass connects the most iconic mountains across North America, Australia, New Zealand, Japan and Chile, delivering authentic, memorable snow adventures. Alterra Mountain Company owns and operates a range of recreation, hospitality, real estate development, food and beverage, retail, and service businesses.

Headquartered in Denver, Colorado, with destinations across the continent, Alterra Mountain Company is rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company’s family of diverse playgrounds spans six U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Palisades Tahoe, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton and Sugarbush in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Crystal Mountain in Washington; Deer Valley Resort and Solitude Mountain Resort in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia.  Also included in the portfolio is Alpine Aerotech, a worldwide helicopter support and maintenance service center in British Columbia, Canada. Alterra Mountain Company honors each destination’s unique character and authenticity and celebrates the legendary adventures and enduring memories they bring to everyone.

A career with Alterra Mountain Company is more than what you do today; it’s being part of creating a community rooted in the spirit of the mountains, united by a passion for adventure, and celebrating the legendary adventures and enduring memories that mountains bring to everyone.

BESIDES WORKING SOMEWHERE AWESOME, WHAT’S IN IT FOR YOU?

• Free skiing + riding privileges across the family of Alterra Mountain Company resorts for all eligible employees and their dependents. And, discounted rates at non Alterra-owned Ikon Pass destinations.
• Flexible Time Off (FTO) policy for eligible employees to rest, 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)
• Brand new Alterra Mountain Company office located in Denver’s RiNo Art District neighborhood

POSITION SUMMARY

Alterra Mountain Company is looking for a passionate and energetic individual to join our Enterprise Service Management team.  The Enterprise Ticket Management Process Owner is accountable for Ticket, Problem and Knowledge Management.  This position will provide oversight and guidance of the associated end to end processes. This will be accomplished by working with the IT Service Management teams, existing ITSM process owners, and Business stakeholders to implement and managing best practices, process, standards, and policy.

The Enterprise Ticket Management Process Owner has an advanced understanding of ITIL Incident Management, Problem Management, and Knowledge Management as well as the methodologies and techniques needed to guide an organization to the successful attainment of key KPIs and overarching goals of Enterprise Operations. This position will assist in the architecting of strategic priorities, business aligned processes, and Service Management initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards policy, and enabling proper data gathering and validating methods. The results will enable Alterra Mountain Company to meet or exceed goals and metrics for various business and IT strategies. This individual will play a key role in driving adoption, ensuring best practices and supporting the requirements of the solution and its users.

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

ESSENTIAL DUTIES

General Responsibilities.

• Evolve and enhance the current best in class service management process e.g., Ticket, Problem, and Knowledge Management.
• Builds relationships with key user and operations groups to identify and resolve business issues.
• Drives the day to day ongoing transition and support towards an improved ESM solution. Applies discipline and process ownership experience to implement and deliver new functionality to the customer while supporting a robust support model and delivering a user experience driven design.
• Ensures system integrity, security and reliability.
• Documents standards and best practices for Ticket Management, Problem and Knowledge Management Processes.
• Evolves the current process practive to proactively increase the process maturity level.
• Designs and implements training programs to meet the varying needs of the end users.
• Performs audits to ensure adherence to the process as we as ensure Knowledge deployed in the Knowledge Base is current and relevant.
• Measure, Report, and Analyze KPIs and Metrics associated with ESM
• Other duties as assigned

REQUIRED QUALIFICATIONS

• 2 - 3+ years of experience Enterprise Service Management Process Ownership
• Ability to work with different levels of management throughout an organization, and translate customer needs into functional requirements, technology and process solutions
• ESM Systems implementation experience including Ticket Management, Problem and Knowledge Management
• Candidate needs to have strong interpersonal and influential skills
• A team player
• Ability to identify risks, and mitigation plans that resolve implementation issues to stakeholder satisfaction
• Extensive knowledge of Service Management platforms preferably FreshService
• Effective problem solving and analytical skills; excellent written and oral communication skills; and demonstrated ability to interact with technical, non-technical, and business members of the organization

EDUCATION & EXPERIENCE REQUIREMENTS

Education:

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or other related field, or equivalent work experience, Master’s Degree preferred

Experience:

• Service Management platform e.g., FreshService experience is preferred
• 5+ years support and delivering Service Management processes and solutions.
• Experience leading and managing a highly effective team

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 Alterra Mtn Co Shared Services Inc.’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: $63,000 to $95,000 per year

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, talk, see, hear, and operate a computer and other office productivity machinery.

WORKING CONDITIONS

Indoor/Outdoor: While performing the duties of this job, the employee may be exposed to harsh and varying outside weather conditions.

Hazardous Materials/Noise: The noise level in the work place is usually moderate.

This job description is not an exhaustive list of all functions and responsibilities that an employee may be required to perform in this position. Alterra Mtn Co Shared Services Inc. and its affiliates reserve the right to modify, increase, decrease, suspend, and or eliminate any of the essential duties and/or the position in its entirety.

This job description is not an express or implied contract, guarantee, promise, or covenant of employment for any set term or duration, or for termination only for cause.

Employment with Alterra Mtn Co Shared Services Inc. or any of its affiliates is “at will” meaning either party may terminate the employment relationship at any time with or without cause and with or without notice.

This position is located in Colorado, and the work is primarily in Denver, CO and, as such, employment in this position is subject to the labor and employment laws of the state of Colorado.

Alterra Mtn Co Shared Services Inc. and its affiliates are equal opportunity employers and maintain drug-free workplaces. All employees and candidates are reminded that Alterra Mtn Co Shared Services Inc. and its affiliates adhere to all applicable labor and employment laws, and State, County, and City-specific labor and employment regulations, where applicable.