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First-Line Application Support Specialist

hace 2 meses

Madrid, Madrid, España Radisson Hotel Group, Madrid Office A tiempo completo

Team Mission:

We are seeking
enthusiastic, technology-oriented individuals to become part of a new team within Radisson
Hotel Group (RHG) IT Service Management, located in Radisson's Center
of Excellence.

The First Level
Support team's main objective is to assist RHG's central Property
Management Systems (PMS), utilized by numerous hotels globally in their daily
operations. Our focus is on delivering prompt support for application errors
and configuration requests, ensuring high service quality and swift
resolution times.

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

All our activities adhere to industry-standard best practices (ITIL) and often necessitate direct
interaction with end users (hotel teams) and technical support teams, both RHG's
and external vendors.

Role Purpose:

The primary objectives of
the PMS Support Technician role include:

1.
Acquire
comprehensive technical knowledge of RHG's central PMS application, based on SAP TMSForHotels
product, known as EMMA, reflecting RHG's motto: Every Moment Matters.

2.
Comprehend
RHG's business processes and organizational structure to deliver relevant and
valuable support to the organization.

3.
Provide
first-level support for application errors in EMMA, utilizing available
knowledge resources and team expertise.

4.
When
necessary, collaborate with third-party suppliers and other support teams
to resolve incidents.

5.
Execute
on-demand configurations in the PMS application as requested by the hotels.

6.
Document
new processes and troubleshooting guides for the benefit of both the team and end users.

What We Offer:

Joining our
international and dynamic team means working for one of the leading hotel chains in the
world, recognized for its sustainability and environmental initiatives.

Surrounded by highly
skilled professionals with backgrounds in both Hospitality and IT, this position
provides comprehensive experience in hotel operations with a strong emphasis on
technology services for hospitality, an area driving significant changes and
improvements in the hotel industry.

The role includes a
competitive salary package, promoting a healthy work-life balance in the hospitality
sector along with company benefits.



Key Roles and Responsibilities:



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

Stakeholder Management: Act as a point of contact for Requests for
Information, Configuration, and Incidents.

Third-Party Intermediary: Engage with partners as needed to ensure prompt
resolution of incidents.

People Management: Foster strong relationships with stakeholders and external partners.

General: Promote collaboration and a positive team spirit across all parties. Must be able to interact confidently with hotel
senior staff, including Heads of Department and General Managers.

Job Requirements and Qualifications:



·
Location: Madrid, Spain

Language Skills:

· English (native/high proficiency)

Highly Desirable Experience:

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

·
International
work experience

· SAP TMSforHotels knowledge

· Familiarity with other
third-party PMS products like Opera, Shiji

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

·
Experience in Helpdesk roles such as call
center, helpdesk

·
Proficiency with IT Support tools such as Service
Now, Jira

Travel Requirements:

·
Up to 20%, primarily within Europe but could include
international travel on occasion.

Soft Skills:

·
Excellent interpersonal, verbal, and written
communication skills

·
Strong passion for customer service, efficiency,
effectiveness, and quality

·
Team-oriented, with a willingness to assist others and
share expertise

·
Structured approach, capable of following and also helping to define
procedures and documentation

Education:

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

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

·
SAP Certifications are also highly desirable