Specialist, Digital Operations

About Four Seasons

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

Specialist, Digital Operations

We have an exciting role opening at Four Seasons as a Specialist, Digital Operations. This role will report to the Director, Digital Operations and will provide tier 1 and 2 support and for systems/procedures/service as related to the platforms under digital operations.

What You’ll Be Doing

• Act as a liaison between the Home Office digital team and hotel staff.
• Respond to escalated Service Now helpdesk requests and ticket items.
• Triage helpdesk requests and ticket items to the appropriate teams.
• Engage with hotel teams to provide support and training resources to ensure effective usage of hotel systems.
• Assist with communications to the hotels to ensure awareness and preparedness for digital product deliveries, training timelines, rollout plans and any downtimes.
• Work with Learning and Development to create training scenarios, use cases, and how-to documentation.
• Create product documentation for internal team usage and ensure material is kept up to date.
• Review digital platform usage and update monthly KPIs, goal metrics, and perform ad hoc reporting.
• Assist Manager, Digital Ops with monthly report card creation and tracking.
• Work with IT teams to perform quality assurance (QA) and user acceptance testing (UAT) on various enhancements and bug improvements.
• Liaise with vendors to identify gaps in expected results while conducting UAT.

What You Bring

• Associate degree/ Two years of College or equivalent work experience.
• 2+ years of experience in hospitality, service, or help desk related positions.
• Has had experience working with a troubleshooting ticket system.
• Has experience responding to technical questions.
• Has experience conducting user acceptance testing.
• Strong written and verbal communication skills.
• Experience using Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Outlook, Sharepoint, Jira, Confluence, Salesforce, ServiceNow.

Who You Are

• Identifies technical support trends.
• Highlights areas of opportunity for training.
• Promotes effective communication.
• Ability to work well under pressure.
• Ability to prioritize tasks effectively in line with urgency.
• Responds to support tickets in an effective & timely manner.
• Encourages sharing of innovative ideas inside and outside the organization.

Key skills/competency

• ServiceNow
• Jira
• Confluence
• Salesforce
• Sharepoint
• Microsoft Office Suite
• Troubleshooting
• Helpdesk Management
• User Acceptance Testing (UAT)
• Quality Assurance (QA)