Senior Analyst, Technical Support

About Us:

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there's countless opportunities at your fingertips.

We're growing; grow with us.

Your Day to Day:

Role Purpose

The Senior Analyst, Technical Support is responsible for providing excellent customer support, troubleshooting and complex issue resolution across multiple IHG hotel systems and technology platforms. As well as the more traditional "L3" IT background, this role would be a great fit for someone who has the following skills and is genuinely passionate about technology and hospitality:

1. Strong hotel operations knowledge, having ideally worked in reservations or revenue.

2. Genuine passion for hotel systems and making sure that they run as well as they can to support our hotel colleagues, guests, and owners.

3. The ability to speak to different levels of the organization, to drive our partners and to take the lead on complex issues.

4. Great at building and maintaining new relationships.

5. Interested in technology - not necessarily with an IT background but someone who would like to take their career in that direction and be willing to invest time in learning the fundamentals.

Key Accountabilities

• Receive and own IT product and service escalations from hotels, owners, and colleagues across the globe
• Support the Commercial & Technology 24x7 Major Incident Management Process, providing the voice of the hotel and owner
• Provide tier 3/4 SME advice in the resolution of Incidents and Problems
• Identify opportunities to improve and enhance products maintained by the team alongside product owners
• Support the transition of new products and services into BAU by providing Early Life Support
• Drive supplier service improvement in partnership with product and regional teams
• Review trend data, metrics and presentations and make recommendations on process improvements to the technology leadership team
• Develop support documentation (e.g., work aids, process descriptions, checklists, templates and guides) to assist with process implementation and adoption and to drive an improved customer experience across all support team stakeholders

What We Need From You:

Key Skills & Experiences

Education

Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.

Experience

Typically, a minimum of 5+ years of progressive work-related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position.

Technical Skills and Knowledge

• Strong verbal and written skill communicating with diverse work teams within all levels of an organization to include senior level management in addition to external stakeholders.
• The ability to translate technical or hotel operations concepts into plain understandable language for hotels and owners
• Analytical thinking, planning, organizational, investigation, and time management skills to include summarizing information and clearly identifying key elements, patterns, results, or relationships
• Understanding of project management principles and processes.
• Reasoning capability. Ability to solve practical problems while dealing with a variety of concrete variables during situations in which only limited standardization exists.
• Understanding of implications of business requirements on the application(s) with the ability to advise stakeholders and key business partners
• Awareness of market trends, business strategies and technology and their interrelationships
• Flexibility to work out of hours if required during major incidents.
• Supplier management experience
• Strong knowledge of hotel systems and operations (e.g., PMS, POS, Back Office, Revenue, Sales & Catering etc.)
• Technical knowledge or experience of working in a Level 2, Level 3 support environment an advantage
• Ability to maintain discretion and confidentiality

What We Offer:

We'll reward all your hard work with a great salary and benefits - including great room discount and superb training.

Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.

Not Applicable for Colorado Applicants.

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At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

We need people like you to make a difference and create exceptional experiences every single day. Don't just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.