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IT Support Specialist Wanted for Global Property Management Solution
2 months ago
We are seeking a seasoned IT Support Specialist to manage early-stage support and handle escalations for the Next generation property management solution (ngPMS) platform globally.
Key Responsibilities- Act as Subject Matter Expert (SME) for hotel operations and systems across the EMEAA regions, providing in-depth support for operational issues and considering broader legal, fiscal, and taxation frameworks.
- Lead the escalation management process for ngPMS across hotels, owners, and colleagues worldwide.
- Collaborate with internal teams, hotel colleagues, and external stakeholders to identify service improvement opportunities, utilizing trend analysis, root cause analysis (RCA), and problem management techniques.
- Serve as a key liaison between hotels, regional teams, and product/service management teams to drive continuous improvement in services and customer experience.
- Support the supplier service management process by working closely with product and regional teams to implement service enhancements.
- Provide critical support during major incidents as part of the 24x7 incident management process, ensuring the concerns of hotels and owners are represented.
- Contribute to shaping future hotel support models as the ngPMS rollout progresses, adapting strategies as needed based on feedback and testing.
- Gather feedback from hotels to assess overall satisfaction with supplier performance and support continuous service improvement initiatives.
- A Bachelor's degree in a relevant field or an equivalent combination of education and experience.
- Exceptional verbal and written communication skills, capable of engaging with diverse teams and senior-level management.
- Strong analytical, planning, organizational, and time management skills, with the ability to summarize information and identify key elements and patterns.
- Deep understanding of project management principles and the ability to solve practical problems in a dynamic environment.
- Experience in the hospitality industry or with hotel Property Management Systems (PMS) is a strong advantage. Would also consider Retail or Public services industry experience.
- 2nd and 3rd line support expertise.
