Job Description:

Help Desk- Applications Support

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Location

Overview

The IT Business Process Administrator will work collaboratively with our business functions, IT team members and vendors to serve as the bridge between technology and the business to help shape and manage business processes, documentation, training etc. to meet the needs of growing organization. In this role you will report to the VP-IT Business Applications.

Responsibilities

Meets with business end users to understand business processes
• Engage with stakeholders to seek clarification and reproduce issues to support a timely and appropriate prioritization


• Facilitate effective communication between business and technical support teams to get issues resolved.


• Coordinates/Participates/Leads User Acceptance Testing and ensures test cases are completely tested and signed off on by appropriate project team members.


• Analyzes results of testing to ensure solution matches the documented business need.


• Utilize understanding of technology, business processes, and application systems to accomplish improvement goals


• Create and maintain information landing page to assist end-users with content including but not limited to, onboarding processes, support processes, and others as needed for variety of applications in-scope within IT


• Responsible for maintaining and coordinating user provisioning to in-scope applications


• Responsible for the creation of detailed process flow diagrams and requirement documents as discussed with the business end users.


• Uses business requirements and business process knowledge to create detailed use cases, user stories, and test scenarios.


• Ability to manage and maintain complex reporting and metrics.


• Ability to successfully work and promote inclusiveness in small groups.


• Will play an active role in the training of business end users


• Responsible for developing, maintaining updates and revisions to training documents including but not limited to user guides, operational procedures, manuals and distribute to help end-users with all or any IT supported applications and processes.

Qualifications

• Bachelor's degree in business, computer science or related field preferred.


• Minimum of two years of experience in the areas of technology support and process flow diagrams


• Ability to analyze data and detect errors or potential problems.


• Experience with complex process management and/or creative problem solving preferred


• Advanced time management, communications, decision-making, presentation, human relations, and organization skills.