Analyst, Hotel Systems

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.