Property Systems Technical Engineer

Remote (LATAM)

3-8 yrs Exp.

Contract

6 Months

Start Immediately

JOB

Job Description

Job Responsibilities:

Job Title: Property Systems Technical Engineer (Opera Cloud Front-End Support)

Introduction: We are seeking a skilled and motivated Property Systems Technical Engineer with 3 to 8 years of experience to join our dynamic hospitality technology team. This role is critical in supporting the front-end operations of Opera Cloud, driving the success of cloud transition initiatives, and ensuring the smooth functioning of hospitality systems. The ideal candidate will have a strong technical background in Opera Cloud, expertise in managing support workflows via ServiceNow, and hands-on experience with cloud transition projects. This position requires excellent problem-solving skills, the ability to work collaboratively across teams, and flexibility to support operations aligned with European time zones (working hours 4 AM CST – 1 PM CST). The role directly contributes to enhancing guest experiences through reliable and efficient property system management.

Roles and Responsibilities:

• Provide expert front-end technical support for the Opera Cloud application during and after cloud transition phases, ensuring optimal system performance and user satisfaction.

• Manage, prioritize, and resolve support tickets using ServiceNow, consistently meeting or exceeding defined SLAs and KPIs.

• Collaborate with internal teams, including the Opera Cloud support group and hospitality operations, to troubleshoot and resolve technical issues promptly.

• Monitor system health and user feedback to proactively identify and implement improvements within hospitality systems.

• Assist in planning, coordinating, and executing cloud transition activities to minimize business disruption and ensure successful adoption.

• Maintain comprehensive and up-to-date documentation of support processes, ticket resolutions, system configurations, and transition workflows.

• Participate actively in team meetings, training programs, and knowledge-sharing sessions to foster continuous learning and best practice implementation.

• Adapt working hours to provide timely support and coordination with European teams, ensuring seamless cross-regional collaboration.

Qualifications:

• 3 to 8 years of hands-on experience supporting Opera Cloud, with a focus on front-end application support and troubleshooting.

• Proven expertise in managing IT service management workflows using ServiceNow or equivalent platforms.

• Strong understanding of SLA and KPI frameworks within a support and ticketing environment.

• Experience working within hospitality systems or hotel technology environments is highly desirable.

• Demonstrated involvement in large-scale cloud transition projects is a significant advantage.

• Excellent communication, teamwork, and interpersonal skills to work effectively in a collaborative, fast-paced setting.

• Bachelor's degree in Information Technology, Computer Science, Hospitality Management, or a related discipline preferred.

Tools and Technologies:

• Opera Cloud (Front-End Application Support)

• ServiceNow (IT Service Management and Ticketing)

• Cloud transition tools and methodologies

• Hospitality management systems and software

• SLA and KPI monitoring and tracking tools within ticketing systems

This role offers a unique opportunity to be at the forefront of technology transformation in the hospitality industry, ensuring that property systems operate efficiently and contribute to exceptional guest experiences. If you have a passion for technology, hospitality, and cloud innovation, we invite you to apply and join our team.

Skills

Opera Cloud, ServiceNow, cloud transitions, hospitality systems, Operations