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    L1 Support Application Specialist - Madrid, España - Radisson Hotel Group, Madrid Office

    Radisson Hotel Group, Madrid Office
    Radisson Hotel Group, Madrid Office Madrid, España

    hace 2 semanas

    Default job background
    De jornada completa
    Descripción

    Team Mission:

    We're looking for
    tech-savvy, hospitality focused, individuals to join a new team within Radisson
    Hotel Gorup (RHG) IT Service Management area, based in Radisson's Center
    of Excellence in Madrid.

    The First Level
    Support     team's primary function is to support RHG's central Property
    Management Systems (PMS), used by more than 400 hotels worldwide on their daily
    operations. We do this by providing first hand support for application errors
    and configuration requests, with a focus on service quality and a time to
    resolution.

    We offer an agile,
    professional, efficient, and process orientated support function to the
    Radisson community, which includes guest facing staff and back-office teams, in
    areas such as Front Office, Meetings & Events, Point of Sale and Loyalty.

    All our activities are
    based on industry standard best practices (ITIL) and often require direct
    contact with end users (hotel teams) and technical support teams, both RHG's
    and external vendors.

    Role purpose:

    The primary purposes of
    the PMS Support Technician role are:

    1.
    Gain
    a deep technical knowledge in RHG's central PMS application, based on SAP TMSForHotels
    product, named EMMA after RHG's moto: Every Moment Matters.

    2.
    Understand
    RHG's business processes and organization structure to provide relevant and
    valuable support to the organization.

    3.
    Provide
    fist level support for application errors in EMMA based on the available
    knowledge materials and individual/team knowledge.

    4.
    When
    required, interact with 3rd party suppliers and other support teams
    to resolve incidents.

    5.
    Perform
    on demand configurations in the PMS application requested by the hotels.

    6.
    Document
    new processes and troubleshooting documents for both the team and end user's
    benefit.

    What we offer:

    You would be joining an
    international and dynamic team, working for one of the top Hotel chains in the
    world, ranked #3 Global Best Employer in Travel & Leisure by Forbes
    in 2023 and awarded every year with several sustainability and environmental
    impact mentions.

    Surrounded by highly
    skilled professionals with both Hospitality and IT backgrounds, the position
    offers end-to-end experience in hotel Operations with a strong focus on
    technology services for hospitality, the area leading the biggest changes and
    improvements in the hotel business.

    The position offers a
    competitive salary package, with great work-like balance for the hospitality
    industry standards and company benefits.



    Key roles and responsibilities:



    Service Operations and Delivery: Responsible for
    delivering high quality services to the RHG community.

    Stakeholder Management: Operate as a point of interaction / escalation for Requests for
    Information, Configuration and Incidents.

    3rd
    Party Intermediator:     Interact as needed with partners to ensure prompt
    resolution of incidents.

    People Management: From stakeholders to external partners, we ensure that proper
    relations are established across the board.

    General: Ensure a high degree of collaboration and good team spirit is
    achieved across all parties. Must be able to interact with confidence with hotel
    senior staff, like Heads of Department and General Managers.

    Job requirements and qualifications:



    ·
    Madrid,
    Spain

    Language skills:

    · English (native/high)

    Highly desirable experience

    ·
    Hospitality
    experience (Front Desk, M&E, Night Audit)

    ·
    International
    work experience

    · SAP TMSforHotels

    · Experience with other
    3rd party PMS product like Opera, Shiji

    ·
    Background in other SAP functional modules (FI,
    CO, MM...)

    ·
    Experience in Helpdesk functions such as call
    center, helpdesk

    ·
    Experience using IT Support tools such as Service
    now, Jira

    Travel needs

    ·
    Up to 20%, primarily European but could be
    international on occasion.

    Soft skills:

    ·
    Excellent good interpersonal, verbal, and written
    communication skills

    ·
    Passion for customer service, efficiency,
    effectiveness, and quality

    ·
    Good team player, willingness to assist others and
    share expertise

    ·
    Structured, able to follow but also help defining
    procedures and documentation

    Education:

    ·
    Bachelor ́s Degree in International Hotel
    Management, Hospitality Management or related field

    ·
    A recognized ITIL certification at Foundation
    level or above is highly desirable

    ·
    SAP Certifications are highly desirable


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