Hospitality Application Support Specialist (English & French, Madrid)

About the role

Radisson Hotel Group is looking for an Application Support Specialist to join its International Global Hospitality IT Support team in Madrid. The specialist provides a personalized IT concierge service for hotels' Property Management System (PMS) issues, acting as the bridge between hotel teams and back-office technology. The role covers first-line support for application errors, training issues and configuration changes, and ticket management in ServiceNow.

Key responsibilities

• Provide first-level support for application errors in the EMMA PMS (SAP TMS for Hotels) and act as the single point of contact for a portfolio of hotels.
• Perform on-demand configurations in the PMS and document new processes and troubleshooting guides.
• Interact with third-party suppliers and other support teams to resolve incidents on behalf of the end user.
• Manage tickets in ServiceNow and escalate them to more technical teams when needed.
• Deliver high-quality service to the Radisson community, including Front Office, Meetings & Events, Point of Sale and Loyalty teams, and act as escalation point for information, configuration and incident requests.

Required profile

• Fluent English and French (native or near-native) are a must.
• Bachelor's degree in International Hotel Management, Hospitality Management or a related field.
• Highly desirable: hospitality experience (Front Desk, M&E, Night Audit), international work experience, and experience with SAP TMS for Hotels, Opera, Shiji or other PMS products.
• Helpdesk or call centre experience and use of IT support tools such as ServiceNow and Jira are highly desirable.
• Ability to interact confidently with hotel senior staff such as Heads of Department and General Managers.

Required skills

• ITIL Foundation certification or above is highly desirable.
• SAP certifications are highly desirable.
• Good verbal and written communication, ownership of incidents, teamwork and ability to follow and help define procedures.

What we offer

• A competitive salary package with work-life balance suited to hospitality standards.
• Up to 53% off stays at Radisson hotels worldwide as a team member, plus discounts on food, beverage, spa and breakfast.
• Global and local perks, training and career development.