Key Performance Indicators

·       Management of Networking environment and associated interfaces

·       Product Certification (Technical)

·       Clarify Support System Certification

·       Project Administration – Onsite Checklists, Project Sign-offs,

·       Technical Sign-offs, Daily Regular Updates

Duties & Responsibilities

·       Responsible for communicating and project timelines for Network & Interface Installation

·       Ensure familiarity with new releases as they become available

·       Train the concepts of Network & Interfaces applications with a demonstrated understanding of current hotel management techniques.

·       Provide presales support to the local Sales Team

·       Be familiar with and adhere to the latest training and installation standards and procedures

·       Assist in configuring and installing Network & Interfaces

·       Liaise with the L3 on Client Requests for enhancements & development

·       Work with the Support Consultant to ensure service level requirements are exceeded

·       Work with customers to ensure that contractual service expectations are exceeded

·       Impart specific knowledge related to Major Account Modules, such as proprietary systems.

·       Work with the Clarify global support systems and 2^nd level support on client issues or requests for enhancements

·       Obtain and retain certification in\:

o   Major Account Accreditation

o   Current Network Operating Systems

o   Necessary SQL, Oracle and technical skills

 

·       Active participation in education and collaboration forums

·       Participate in quality assurance of new product and/or version release software when required.

·       Submit timely and accurate project status and other required reporting via communication method.

 

 

 

 

Other Requirements

·       Willing to work overtime and holidays as requested

·       Able to travel and be away from home for extended periods of time

·       Currently hold a valid passport

·       Willing to work with a wide variety of cultures

·       Adhere to company standards, policy and procedure

Knowledge, Skills & Abilities

Essential

·       Minimum two years’ experience installing/configuring/training food and beverage management software products

·       Previous experience with Hotels & MICROS Restaurant Systems product suite

·       Minimum two years’ hospitality and IT related experience

·       OR

·       Tertiary qualification in a technical, hospitality, or other related field

·       Previous experience in the area of theoretical/conceptual training

·       Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint

·       High level of competency with English language

Desirable

·       Previous experience in supporting hospitality software products

·       Knowledge of OPERA PMS, Fidelio PMS, CRS or S&C an advantage

·       Familiarity with Operating Systems (Windows 2000, 2003, 2008, XP, AIX, Oracle, and VM Ware)

·       Familiarity with databases an advantage

·       Basic working knowledge of networks, PCs and troubleshooting installation issues

Professional Skills

·       Analytical problem solving skills

·       Project Management skills

·       Presentation skills

·       Superior communication skills, written and verbal

·       Strong interpersonal skills with the ability to earn respect from customers, colleagues and others

Abilities

·       Ability and credibility to work effectively with the client at all levels of the organization

·       Proven ability to work unsupervised or as a team member of both the local office team and wider company teams

·       Creative thinking abilities, uses experiences and knowledge to create new ideas and think 'outside the square'

·       A self-starter with initiative, drive and strong desire to succeed

·       Ability to work under stress and meet deadlines

·       Flexibility with people and time

!|!Intermediate implementation professional who analyzes customer needs, configures the solution, and installs it at the customer site.

Ensure the solution meets specifications and functions per customer specific operational work flow for multiple concepts, users, and service models. Resolve any gaps in functionality. Train the staff on the use of the new solution, and take the site live on the system after everything has been configured and everyone is trained. Ensure a smooth transition to the new system. Answer operational and application questions and consult the customer in a manner to transfer ownership of the system to the customer. After "go-live", provide technical support to the customer.

2-5 years of overall experience in relevant roles. Ability to communicate effectively and build rapport with team members and clients. Ability to travel as needed.!|!