The Support Analyst is a part of the Customer Service Team in the Hotels & Resorts division. Their job includes providing technical support to hotels that have questions or are experiencing issues with IT applications or digital services. They work in an international environment and are tasked with ensuring guests receive optimal service. The job requires collaborating with worldwide hotel employees to analyze errors, coordinate, and implement sustainable solutions. The Support Analyst should be able to undertake both reactive and proactive investigations of potential disruptions to manage remediation. The role entails recommending sustainable solutions for one-off and recurring incidents, maintenance and configuration of interfaces between hotel systems, installation and training of hotel applications (such as Property Management, Channel Management, Central Reservation, Service Delivery or Digital Housekeeping), introduction of standard operating procedures and implementation in conjunction with central hotel companies, and administration and maintenance of the central reservation systems.
A successful candidate requires a vocational qualification as an IT systems clerk/technician, IT specialist or a degree in (business) computer science, experience and in-depth knowledge of information and communication technologies, good understanding of business processes in the hospitality sector with a keen interest in supporting users, pronounced high-level quality awareness, organizational and problem-solving abilities, strong sense of responsibility, ability to work independently, willingness to take on responsibility, good social and teamwork skills, and a proactive and Agile learner. They should ideally have administrative and operational knowledge of hotel-specific software applications (Central Reservation, Channel Manager, Property Management, Point-of-Sale), experience with Protel, Oracle Opera or Sabre SynXis, and a good understanding of system processes and contexts.
The job offers opportunities to work in international projects and teams, mobile working and flexible working hours, development and career opportunities with a range of (digital) training opportunities and international career paths. Additionally, it offers attractive remuneration with holiday bonuses, generous travel benefits, extensive health and wellbeing offers, and much more.