Analyst, Hotel Systems

Job description

REQ11641 Analyst, Hotel Systems (Open) POSITION SUMMARY: The successful candidate will be responsible for providing application support for a portfolio of Non-Gaming systems, ensuring system stability, reliability, and optimal performance to meet business operational requirements. The role involves supporting business users, troubleshooting application-related issues, and contributing to the continuous improvement of business applications and support processes. Reporting to the Assistant Manager / Senior Analyst, Hotel Systems, the candidate will be responsible for day-to-day application support, participating in the implementation of new initiatives and enhancements, and managing the lifecycle of Non-Gaming systems to ensure continued alignment with business needs and corporate standards. PRIMARY RESPONSIBILITIES: Assume a regional support role for Non-Gaming application systems across all Melco Resorts properties in various geographical locations. Provide timely support and resolution for incidents, inquiries, and service requests related to Non-Gaming systems. Develop and maintain a comprehensive knowledge base to support and guide Level 1 and Level 1.5 IT End User Support teams on functional and technical issues. Deliver application and technical training for Non-Gaming systems as required. Collaborate with vendors to ensure issues and service requests are resolved within agreed service levels (SLAs) and in compliance with company policies and procedures. Participate in the implementation of Non-Gaming application projects, including business requirements gathering, solution design, testing, deployment, and technical documentation. Acquire in-depth knowledge of business applications and proactively identify opportunities for system and process improvements. Capture, analyze, and document business requirements, and prepare scope documents for system enhancements when required. QUALIFICATIONS: Experience Minimum 2–3 years of IT experience, with 1–2 years supporting business applications within the hospitality industry preferred. Candidates with strong transferable experience from other industries may also be considered. Demonstrated exposure to requirements gathering, stakeholder management, business process analysis, and current-state (“as-is”) system reviews. Knowledge of business applications supporting industries such as hotels, food & beverage, retail, entertainment, and theme parks is desirable. Hands-on experience with Oracle OPERA PMS, Shiji PMS, POS systems, or similar hospitality platforms is highly advantageous. Familiarity with business analysis methodologies, requirements elicitation, and functional documentation is preferred. Education Bachelor's Degree in IT or equivalent relevant qualifications. Skills / Competencies Strong analytic skills and a self-starter. Strong communication, interpersonal skills, and ability to establish strong working relationships at proper levels with the internal and external parties. Conversant in English and Cantonese.