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Information Technology Support Specialist

2 months ago

atlanta, United States Eliassen Group Full time

Job Title: IT Support Specialist

Industry Sector: Hospitality / IT Services

Experience Level: Mid to Senior

Job Location: Atlanta, GA

Pay Rate: $60-65/hr W2 (6+ month contract)

Key Technical Skills:

  • Service Management
  • Hospitality industry experience
  • Owner & Guest Heartbeat
  • NexGenPMS uptime/downtime management
  • Service Level Agreement adherence
  • Hotel satisfaction and deployment quality
  • support SIP delivery
  • Supplier SIP delivery
  • Customer CSAT for escalations

Key Responsibilities:

  • Serve as a subject matter expert (SME) for tier 3/4 hotel operations and systems, covering AMER and EMEAA regions
  • Provide specialized support in early-stage issue resolution and prioritization
  • Facilitate effective communication with regional executives and ensure adherence to regional change management and governance standards
  • Own the escalation management process for NexGenPMS for hotels, owners, and colleagues globally
  • Identify and implement service improvement initiatives by collaborating with hotel colleagues, internal teams, and external stakeholders
  • Act as a liaison between hotels, regional teams, and product/service management colleagues
  • Drive supplier service management and improvements
  • Support the P&T 24x7 major incident management process
  • Act as an advisor to shape future hotel support models
  • Own early life support for NexGenPMS and ensure a successful transition to BAU support
  • Ensure knowledge and information are captured, documented, and cascaded to internal and external teams
  • Gather information and feedback from hotels regarding overall satisfaction on supplier performance

Soft Skills:

  • Communication
  • Teamwork
  • Problem-solving
  • Customer service orientation
  • Adaptability

Required Certifications/Education: Bachelor's or higher in related fields