Sales, Distribution& Loyalty Expert Support Loyalty level 2 M/F/X

<h3>Company Description</h3><p>Join the Accor Group, an ecosystem of over 5,500 hotels, 10,000 restaurants, and lifestyle destinations, in 110 countries. </p><p>As one of our 5,000+ Corporate Heartists®, come pursue your passion to the vibrant rhythm of the hospitality industry. </p><p>With us, your personality is valued, your opportunities for growth know no boundaries. Every action you take can have a positive and memorable impact on the experience of our customers, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality. </p><p>Become a Heartist®, and let your heart guide you into a world where life pulses with passion.</p><h3>Job Description</h3><p>Your mission: </p><p><strong>Technico</strong><strong>-</strong><strong>functional specialist for ALL Loyalty support perimeter:</strong></p><p>·Being a referent on Loyalty applications</p><p>·Handling tickets raised by L1 teams or customer care to L2 Loyalty support by providing solutions or escalating the technical issue  to the appropriate team</p><p>·Analyzing tickets to identify pain points within Distribution and Loyalty support</p><p>·Integrating new projects into the support chain by contributing to the creation of necessary documentation for support teams.</p><p>·Attending regular technical committee meetings with Level 3 teams (IT) to move forward pending issues.</p><p>·Coordinating Hypercare with Project owners and Project managers after a release</p><p>·Workshop participation to integrate a new project in the Support chain by contributing to the build of necessary documentation for support teams.</p><p> </p><p><strong>Overall coordination and performance management </strong><strong>:</strong></p><p>·Improving workflow process on the ticketing tool (Service Now)</p><p>·Managing action plans internally and with other teams ( Project teams, IT, hubs, strategic partners, Loyalty business teams, L1 support and other Accor departments)</p><p>·Building dashboards, extracting data, and performing data analysis to develop action plans within the service</p><p>·Reporting and summarizing KPIs for management</p><p>·Identifying and addressing training needs and process optimizations opportunities</p><p>·Identifying continuous improvement opportunities.</p><h3>Qualifications</h3><p>And you? </p><ul><li>Have a taste for support functions</li><li>Contribute constantly to the optimization of the quality of service</li><li>Processing priorities and ensuring 100% of tickets are processed on time with the necessary quality; Monitoring one's own backlog</li><li>Serving as the specialist for the hotel loyalty scope and maintaining the competency of the rest of the Loyalty team</li><li>Proactive engagement with upcoming projects</li><li>Minimum 3 years of operational experience</li><li>ITIL4</li><li>Knowledge of customer master data applications and the ticketing tool (ServiceNow)</li><li>Proficiency in: SQL, JIRA, SPLUNK, Postman</li><li>Dynamic, Proactive and autonomous</li><li>Positive mindset</li><li>Strong communication &amp; presentation skills</li><li>Knowledge of Accor distribution and applications</li><li>Fluent in English &amp; French (read, written, spoken).</li></ul><h3>Additional Information</h3><p>Accor dares to impact: </p><p>- the world  </p><ul><li><p>We are committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents. </p></li></ul><ul><li><p>On the tech side, we are committed to reducing the impact of digital technology across all our projects. </p></li></ul><p> </p><p>- your career:  </p><ul><li><p>We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences. </p></li></ul><ul><li><p>Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis. </p></li></ul><ul><li><p>We value the richness of diverse nationalities represented, from various backgrounds, encompassing all the stories that make us who we are. We encourage diversity in personalities and professional paths. We know how to adapt to the specific needs of our employees, especially those with disabilities. </p></li></ul><p> </p><p>- Specifically, at the Digital &amp; Business Factory </p><ul><li><p>Expanded remote work and no meetings on Wednesday afternoons, </p></li></ul><ul><li><p>Continuous improvement &amp; training: Hackathons, exceptional technological partnerships, dedicated talent management, and a specialized platform for training, Digitech Academy &amp; certifications. </p></li></ul><p>and also,  </p><ul><li><p>Work from Everywhere: Personal access provided to over 500 coworking spaces, many of which are within our hotels. </p></li></ul><ul><li><p>ALL - Heartist® Program: Unforgettable stays and experiences at all Accor locations and partner venues worldwide. </p></li></ul><ul><li><p>Heartist® for Good Program: Commit to supporting an a