IT Support Analyst - Contractor

| Chicago

About Camelot Illinois

Camelot Illinois has been awarded the contract as the new private manager of the Illinois

Lottery. In partnership with the state, Camelot will operate a modern lottery that truly benefits

the people of Illinois.

Camelot's innovative approach places consumers and social responsibility at its core,

providing funding for schools, capital projects and special causes. Camelot is committed to

building an organization with the strength and experience to grow the lottery and reinforce its

rightful position as a force for good.

Camelot Illinois is a subsidiary of Camelot Global, a leading technology and professional

services provider to lotteries around the world. Camelot Globals’ portfolio of work includes the

Irish National Lottery, Loterie Romande (Switzerland), the California State Lottery, the

Kentucky Lottery and the Arkansas Scholarship Lottery, among others.

Our sister company, Camelot UK, has operated the UK National Lottery since 1994. Camelot

UK has an unrivaled track record for success, helping the UK National Lottery deliver over

$80 billion to winners and $46 billion to good causes to date.

About the Team

The Technology team utilizes the latest technological trends to effectively build and manage

solutions in an informal, open and collaborative environment.

Position Overview

Within Camelot Illinois, the IT Support Analyst will be a pragmatic individual with strong

communication and relationship building skills. This person will manage the process to

restore normal service operation as quickly as possible to minimize impact to business

operations. A key aspect of this role is the management and interaction with our

mission-critical vendors.


● Manage resolution incidents that include high impact and high priority incidents to

ensure minimal impact to the business.

● To analyze incidents, identify trends and develop working practices and resolutions to

minimize the risk of recurrence.

● Produce and distribute reports as needed

● Coordinate and manage cross-functional teams and vendors from all areas of

business as required to resolve incidents.

● Communicate progress of major incident resolution with stakeholders and the wider


● Assist in closing escalated player issues

● Work closely with Change Management to ensure changes are tested and

implemented with no/minimal impact to the business

● Operations daily/weekly/monthly check-lists execution and



● Bachelor’s Degree or equivalent work experience required

● Strong written and verbal communication skills

● Solves complex technical problems; takes a broad perspective to identify innovative


● Works independently, with guidance in only the most complex situations

● Applies best practices and knowledge of internal/external business challenges to

improve products, processes or services

● Leads others to solve complex technical problems; takes a broad perspective to

identify innovative solutions.

● Develops and ensures successful implementation of processes and policies aimed at

continuous improvement

● Explains difficult issues and works to build consensus

● Makes decisions guided by internal policies in non-standard situations


● Experience of ITIL to at least foundation level, preferably with Service Operation &

Continuous Service Improvement.

● Understanding of Knowledge Base Management

● Experience of Incident Management process, including knowledge of how to develop

and maintain incident and error control systems

● Broad understanding of the hardware and software that is utilized within the


● Experience of working on major incidents, advising on the solution and remedial

actions, during and after a major incident

● Experience of working with Problem and Change Management teams



Camelot Illinois is building a transformative lottery company with world-class people,

technology and operations. The Camelot values of being honest, creating together, keeping it

simple and thinking long term are embedded in the design of our organization and our plans

for Illinois.

Career Growth

We want people who thrive in a autonomous, results-driven environment to join our

company. We believe the way to attract and retain the best talent is to offer a fulfilling career

in an organization committed to growing its own future leaders. Career Development is a top

priority and we will partner with employees to grow and progress their professional skill sets.

Benefits and Employee Policies

We will bring our experience of working with European lotteries to Illinois. We will also bring a

European influence to paid time off, family leave and so on. We have created a strong ethical

culture which is translated to each of our employees and business dealings globally. We aim

to offer a package of benefits and policies which will compete with any private sector

employer in the state. We ensure that every employee is engaged and has the necessary

support to understand and implement the responsible gaming principles in their job.

Moreover, we pledge to have the highest standards of respect, diversity and inclusion at our

company and will support and encourage our partners to do the same.

Camelot Illinois is an equal opportunity employer. We evaluate qualified applicants without

regard to race, color, religion, sex, sexual orientation, gender identity, national

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • InDesignDesign
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • OnePlaceCRM
    • iLookCRM
    • Adobe CampaignLead Gen
    • MarketoLead Gen


Chicago’s official downtown. From shopping on State Street to wandering one of the country's largest art museums, the Loop has something for everyone.
A Good Game: Private Lotto Manager Camelot Illinois Gives Back to Causes, Community

An Insider's view of Camelot Illinois

What are some social events your company does?

Managing the Illinois Lottery takes a lot of hard work but we have a great People team that find things to let us unwind and encourages us to find fun too. We have weekly happy hours, on-site weekly yoga, team building events, department engagement events, sports leagues, and annual parties! We even have a knitting club now!


Commercial Financial Analyst

What projects are you most excited about?

My time at Camelot has been very rewarding as I had the opportunity to be a part of our new website and app's launch this past year. I'm most excited about now working on how we can improve our digital experiences for our players. I really enjoy the collaborative nature of the Digital team as we all work together really well to achieve our goals.


Digital Content Manager

What are some things you learned at the company?

Some of the things I have learned during my time here at Camelot is how to own and take charge of my career. Since I have started, I have been provided with the best tools and resources to achieve optimal career success. I have also learned the importance of learning and collaborating with others.


Camelot Business Associate

What's the biggest problem your team is solving?

People win the Lottery every day. From a return on the price of the ticket to $1,000 to $200 million, every dollar makes a positive impact on winners lives, and, in return, to the citizens of the state. We are working to restore faith in the Illinois Lottery and reassure Illinoisans that players do win.

Wendy Abrams

Senior Director of Corporate Affairs

What are Camelot Illinois Perks + Benefits

Camelot Illinois Benefits Overview

We offer a broad range of employee benefits including medical, dental, vision, life, and disability insurance, a retirement savings plan, access to training, Student Loan Repayment Benefit, Personal Discounts Program, Employee Assistance Program, and much more. We also offer regular team-building activities with people that love having fun, quarterly opportunities to connect with the community, social outings, & great work/life balance. We all have flexible hours, 26 days PTO, 6 weeks paid parental leave, 10 paid holidays, & 2 paid volunteer days.

Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Camelot IL offers both FSA & HSA which helps employees cover out-of-pocket expenses with pre-tax contributions.
Disability Insurance
Camelot IL's disability insurance benefits is 60% of an employee's annual salary up to a $5,000 maximum monthly payout. Employees also have the option to purchase extra coverage.
Dental Benefits
Camelot's dental plan covers 100% of the costs of preventative care.
Vision Benefits
Camelot's vision insurance plan provides 100% coverage for annual eye exams after a $10 copay. $180 for frames and $150 for contacts every year.
Health Insurance Benefits
Life Insurance
Camelot IL offers employer-paid life insurance to all full-time employees with 2x an employee's annual salary.
Onsite Gym
Free onsite gym, divvy bike membership, yoga classes, meditation workshops, & in-house chair massages.
Retirement & Stock Options Benefits
401(K) Matching
Camelot's 401(k) retirement plan matches 100% of an employee's contributions up to 4% of their annual salary, with immediate vesting for matched contributions.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family is of the greatest importance and we want our employees to have adequate time off to care for and bond with a newborn, newly adopted or newly placed child. Camelot IL offers 6 weeks of time off
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
At Camelot IL, we recognize the importance of time off from work to relax, spend time with family, enjoy leisure activities, take care of yourself when you are sick, etc. We provide generous PTO.
Paid Volunteer Time
Camelot Illinois is committed to supporting our communities and provides employees 2 paid days per calendar year to volunteer at the nonprofit organization of their choice.
Paid Holidays
Perks & Discounts
Casual Dress
We call our dress code “Dress For Your Day,” which means you choose the attire that fits your schedule, environment, location, and personal brand.
Commuter Benefits
Qualified Transportation Accounts - QTAs allow employees to set aside pre-tax funds used for eligible transit and parking expenses related to commuting to work.
Company Outings
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Camelot IL offers a wide range of training programs to all employees, including, eLearning, onsite training courses to enhance job-related skills and access to job-related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Paid industry certifications

Additional Perks + Benefits

Free onsite gym + divvy bike membership, immediately vested in 401k with 4% match, Student Loan Repayment benefit, Camelot Champions & Game Changer staff awards, a rotational program for recent grads, engagement portal for pre-boarders, robust onboarding program + large L&D budget

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