Job Title: IT Support Specialist
Industry Sector: Hospitality / IT Services
Experience Level: Mid to Senior
Job Location: Atlanta, GA
Pay Rate: $65-75/hr W2 (6+ month contract)
Key Technical Skills
- :Service Managemen
- tHospitality industry experienc
- eNexGenPMS uptime/downtime managemen
- tService Level Agreement adherenc
- eHotel satisfaction and deployment qualit
- ySupplier SIP deliver
- yCustomer CSAT for escalation
sKey Responsibilities
- :Serve as a subject matter expert (SME) for tier 3/4 hotel operations and systems, covering AMER and EMEAA region
- sProvide specialized support in early-stage issue resolution and prioritizatio
- nFacilitate effective communication with regional executives and ensure adherence to regional change management and governance standard
- sOwn the escalation management process for NexGenPMS for hotels, owners, and colleagues globall
- yIdentify and implement service improvement initiatives by collaborating with hotel colleagues, internal teams, and external stakeholder
- sAct as a liaison between hotels, regional teams, and product/service management colleague
- sDrive supplier service management and improvement
- sSupport the P&T 24x7 major incident management proces
- sAct as an advisor to shape future hotel support model
- sOwn early life support for NexGenPMS and ensure a successful transition to BAU suppor
- tEnsure knowledge and information are captured, documented, and cascaded to internal and external team
- sGather information and feedback from hotels regarding overall satisfaction on supplier performanc
eSoft Skills
- :Communicatio
- nTeamwor
- kProblem-solvin
- gCustomer service orientatio
- nAdaptabilit
yRequired Certifications/Education: Bachelor's or higher in related field
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