Great Wolf Lodge

Application Support Engineer

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Job Description

Summary: The Platform Support Engineer’s responsibilities are threefold:  

  1. Perform daily administration and general monitoring to keep the applications within their portfolio running well. The primary applications with the this Platform Support Engineer’s portfolio will be Financial Management Systems (SunSystems and Coupa)
  2. Provide support for, and timely resolution of escalated issues on/with, those applications.
  3. Develop and leverage expert-level knowledge of supported application and platforms in support of project teams (architecture guidance, implementation support) or business units (analysis). 

Our Platform Support Team owns applications and platforms in the portfolio, with equal responsibility over both the present and future states.  


  • Perform daily administration of the Sun Systems and Coupa platforms and other managed applications, including but not limited to health monitoring, log inspection, capacity planning, and performance tuning. Automation of many of these tasks is strongly encouraged.
  • Monitor incident queues dedicated for managed applications, responding to tickets by severity and in accordance with agreed-upon SLAs.
  • Participate in project tasks related to supported applications, ranging from architecture and design discussions and project planning to solution development or implementation.
  • Vendor management as required by application, serving as the single voice of Great Wolf and holding vendors accountable for delivery of requested services.
  • Maintain a roadmap of supported application future state, inclusive of planned integrations, features, or enhancements.
  • Create and/or maintain application-specific documentation including data flow diagrams, user training materials, data dictionaries, etc.
  • On-call response for critical incidents related to managed applications
  • Other tasks as assigned by management.

Required Qualifications:

  • Bachelor’s degree; STEM (science, technology, engineering, or mathematics) preferred
  • IT platform/application support experience including demonstrated ownership and decision-making
  • Experience in vendor management
  • Deep application knowledge of Finance applications (Infor SUN, Coupa) and/or one or more of the following: Analytics & CRM (Datavision, Salesforce), Inventory systems (Dataworks), Hospitality systems (Oracle Opera), POS Sales systems (Oracle Simphony), HR/Payroll systems (Ultipro), Analytics & CRM (Datavision, Salesforce)
  • Excellent communication, organization, and presentation skills
  • Integration experience with EDI or cXML
  • Ability to effectively communicate complex concepts across all levels
  • Ability to travel domestically 10% of time  

Desired Qualifications:

  • Hospitality experience a strong plus 
  • 7+ years of IT platform/application support experience
  • 5+ years of vendor management experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Job Summary

Chicago, IL, United States Location
Full Time Job Type
Great Wolf Lodge

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