This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
This role will report to the Director, Digital Operations and will provide tier 1 and 2 support and for systems/procedures/service as related to the platforms under digital operations.
Job Responsibility:
Act as a liaison between the Home Office digital team and hotel staff
Respond to escalated Service Now helpdesk requests and ticket items
Triage helpdesk requests and ticket items to the appropriate teams
Engage with hotel teams to provide support and training resources to ensure effective usage of hotel systems
Assist with communications to the hotels to ensure awareness and preparedness for digital product deliveries, training timelines, rollout plans and any downtimes
Work with Learning and Development to create training scenarios, use cases, and how-to documentation
Create product documentation for internal team usage and ensure material is kept up to date
Review digital platform usage and update monthly KPIs, goal metrics, and perform ad hoc reporting
Assist Manager, Digital Ops with monthly report card creation and tracking
Work with IT teams to perform quality assurance (QA) and user acceptance testing (UAT) on various enhancements and bug improvements
Liaise with vendors to identify gaps in expected results while conducting UAT
Requirements:
Associate degree/ Two years of College or equivalent work experience
2+ years of experience in hospitality, service, or help desk related positions
Has had experience working with a troubleshooting ticket system
Has experience responding to technical questions
Has experience conducting user acceptance testing
Strong written and verbal communication skills
Experience using Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Outlook, Sharepoint, Jira, Confluence, Salesforce, ServiceNow
Nice to have:
Identifies technical support trends
Highlights areas of opportunity for training
Promotes effective communication
Ability to work well under pressure
Ability to prioritize tasks effectively in line with urgency
Responds to support tickets in an effective & timely manner
Encourages sharing of innovative ideas inside and outside the organization