Hotel System Support Specialist 4M FTC

This role is a fixed term contract with an end date of Feb 28th 2025 with potential for it to be extended. We have an exciting opportunity providing a regional SME technical support service to our EMEAA & AMER hotels, driving zero service outages for our hotel business. Some of the key responsibilities include:

• Deliver exceptional product and technology support to hotels, acting as the SME for regional incidents and managing escalations across EMEAA and AMER regions.
• Identifying and implementing service improvement initiatives by collaborating closely with hotel colleagues, internal teams, and external stakeholders, leveraging insights from trend analysis, root cause analysis (RCA), and problem management etc.
• Act as a liaison between hotels, regional teams, and product management, driving service enhancements and supplier management improvements.
• Support the P&T 24x7 major incident management process and ensure a smooth transition to BAU for new products, representing the voice of the hotel and owner., At IHG we give our colleagues greater flexibility and balance - working in a hybrid way, blending remote and office working. Although we thrive on collaborating in person, we expect that you're likely to spend time working remotely. Every role is different, and colleagues work with their team and their leader to determine how and when they collaborate in person. We like to believe we offer a unique culture where you have room to be yourself.
  
  Demonstrated experience working in technical support and managing IT escalations and major incidents, preferably in the hospitality industry.
• ITIL Foundation V3 Certification minimum
• Microsoft and/or Cisco certifications are highly desirable.
• Strong knowledge of Hotel Systems (PMS, POS, B/O, Revenue Systems, S&C, etc) would be an advantage.
• Experience of using typical Service Management tools and providing concise reporting.
  
  IHG Hotels & Resorts is one of the largest hotel companies in the world with a family of 19 brands including InterContinental®, Holiday Inn®, Kimpton® and voco®. Approximately 350,000 people work across IHG's hotels and our corporate offices in 100+ countries., IHG gives every member of the team the room they need to belong, grow, and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.