Specialist, Digital Operations

Specialist, Digital Operations

This role will report to the Director, Digital Operations and will provide tier 1 and 2 support for systems, procedures and services related to the platforms under digital operations.

• 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 & 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.

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

• 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.

Salary Range: $50,000 - $67,000

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario.

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.