Hospitality IT Production Management Analyst (9-Month Interim Position)

 

Our mission is to create the Experience of a Lifetime for our employees, so they can, in turn, create the Experience of a Lifetime for our guests. We own and operate the most renowned destination resorts in the world as well as regional and local ski areas outside major cities, and connect them all through one unrivaled network. We are looking for ambitious leaders, innovators and creators to join our talented team. If you’re ready to pursue your fullest potential, we want to get to know you!

 

Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).

 

Job Summary

The Hospitality IT Production Management Analyst provides and coordinates day-to-day support of all applications, systems, and interfaces within the Hospitality portfolio covering Lodging, Reservations, Sales, Golf and Spa, Transportation (EME), and other lines of business. This currently includes Inntopia, IQware, Jonas, SpaSoft, Hudson, Salesforce/Delphi, among others. Please note that this is a 9-month Interim Position for an employee on leave.

 

The analyst position places an emphasis on vendor and stakeholder management as a primary responsibility, requiring continuous liaising between application vendors, end users, and internal stakeholders to facilitate the collaborative analysis, troubleshooting, and resolution of system issues and enhancements. In addition, this position involves daily taskwork including, but not limited to, ticketing management, compliance and change management requirements, testing coordination and execution, documentation (SOPs), and training.

 

As an application owner, this position primarily focuses on complex (Tier 3 and 4) issues, working as part of the greater IT Hospitality team to proactively support the ongoing performance of the dynamic systems relied upon by end users within the Hospitality division. This requires working closely with the Business Analysts and Project Managers of the Hospitality IT Delivery Team, as well as a large network of interdepartmental partner teams across the enterprise. The ability to communicate, coordinate, and lead across a diverse set of stakeholders, each with varying degrees of technical expertise and involvement, is critical to the execution of the responsibilities of this role.

 

A successful analyst in this role is a person with an affinity for problem-solving, analysis, and collaborative work. In addition, this person is excited by change, adapts quickly, and thrives in a dynamic environment wherein priorities and responsibilities shift quickly.

 

Essential Job Responsibilities

 

· Execute ongoing support and maintenance tasks as assigned, as well as routine annual duties

· Troubleshoot, analyze, and resolve system issues and provide data to the user community

· Lead prioritization discussions with stakeholders

· Provide operational support and queue management for hospitality applications using IT Connect, Jira, and other external vendor ticketing systems

· Develop, execute, and lead UAT testing for assigned releases/updates

· Provide communication and training as required to key business stakeholders/users on new system functionality, releases, and fixes

· Participate in the Release Life Cycle by developing test plans and test scripts, documenting test results, and reporting on results while coordinating usage of test environments.

· Lead focus groups to solicit user feedback based on current system usage and desired future system enhancements

· Ensure all work follows the SDLC process, meets SOX and PCI requirements, and maintains all required supporting documentation while ensuring all risk and compliance obligations are met

· Other duties as assigned

 

 

 

Job Requirements:

· Proven track record using analytical and problem-solving skills

· Solution oriented with desire to develop, learn new skills

· Ability to self-lead through troubleshooting process in new topics and scenarios, including those with little or no existing documentation

· Willingness to jump into new issues, challenges, and systems with positivity and excitement

· Able to work a schedule that may include weekends, holidays, and after-hours support

· Excellent communication skills; able to facilitate communication across multiple stakeholders

· Able to work on multiple projects/tasks simultaneo