L1 Support Application Specialist

hace 1 día

Madrid, Madrid, España Radisson Hotel Group, Madrid Office-Information... A tiempo completo

Job Summary:

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Radisson Hotel Group, Madrid Office-Information Technology Service Management area. The successful candidate will be responsible for providing first-level support for application errors and configuration requests for our Property Management Systems (PMS) used by over 400 hotels worldwide.

Key Responsibilities:

  • Gain a deep technical knowledge in RHG's central PMS application, based on SAP TMSForHotels product, named EMMA.
  • Understand RHG's business processes and organization structure to provide relevant and valuable support to the organization.
  • Provide first-level support for application errors in EMMA based on available knowledge materials and individual/team knowledge.
  • Interact with 3rd party suppliers and other support teams to resolve incidents.
  • Perform on-demand configurations in the PMS application requested by hotels.
  • Document new processes and troubleshooting documents for both the team and end-users' benefit.

Requirements:

  • Madrid, Spain
  • English (native/high)
  • Highly desirable experience in hospitality, international work experience, and SAP TMSForHotels
  • Background in other SAP functional modules (FI, CO, MM...), experience with other 3rd party PMS products like Opera, Shiji
  • Experience in Helpdesk functions such as call center, helpdesk, and using IT Support tools like Service now, Jira
  • Travel needs up to 20%, primarily European but could be international on occasion
  • Soft skills: excellent interpersonal, verbal, and written communication skills, passion for customer service, efficiency, effectiveness, and quality
  • 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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