IT - Application Support Specialist

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.

EMPLOYER: Northland Properties Corporation (NPC)
LOCATION: Support Centre, Vancouver, BC
EMPLOYMENT TYPE: Full Time
COMPENSATION RANGE: $55,000-60,000
BENEFITS: Health/Dental/Vision, Paid Time Off, Employee Perks
VACANCY STATUS: We are conducting targeted, confidential search to identify exceptional talent for upcoming opportunities in this function. Selected candidates may be contacted as roles are approved.

Join our team and enjoy the many benefits of working for Canada's fastest-growing, privately-owned hospitality company, including a competitive employee compensation package, diverse employee schedules, and internal corporate career advancement. 

Overview:
The Application Support Specialist is responsible for ensuring the smooth operation, maintenance, and optimization of Northland’s software applications and digital platforms. This role serves as the primary liaison between end-users, technical teams, and vendors to troubleshoot issues, management configurations, and support application updates or enhancements.

Responsibilities:

Application Support & Troubleshooting

• Provide support for core business applications including PMS (Opera Cloud), CRS, GMS, and Payment Systems.
• Ticket resolution responsibilities by logging, prioritizing, triaging incidents, service requests, and support tickets, while adhering to established SLAs.
• Diagnose and troubleshoot software errors, performance issues, configuration problems and escalate issues when necessary.
• Collaborate with IT, developers, and vendors to identify root causes and apply long-term solutions.
• Track and report recurring issues, providing insights for process or tool improvements.
• Administrative tasks relating to processing invoices for application purchases, billing, and licensing.
• Participate in application enhancement projects, UAT testing, and vendor evaluations.

Maintenance & Operations

• Maintain back of house configurations, settings, functionalities, and interfaces for all applications/systems in-use.
• Monitor application performance, logs, and integrations to ensure reliability and uptime while escalating issues, when necessary.
• Manage user access, permissions, and system configurations.
• Support software patches, version upgrades, and release testing.
• Provide user training, onboarding, technical guidance, and arrange training sessions for internal team members, operations team members on all business applications and systems.
• Identify opportunities to streamline workflows and enhance system functionality.

Experience Requirements:

• 2-5 year of experience in application support, IT operations, or systems administration.
• Experience supporting PMS, POS, Saas, ERP, CRM, or other enterprise business applications preferred.
• Strong understanding of hospitality operations. 
• Strong analytical and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Technical Skills:

• Strong knowledge and experience using Oracle’s Opera Cloud PMS.
• Proficient in Microsoft Office suite of products.
• Experience with ticketing systems (e.g. ServiceNow, Jira, Zendesk, Salesforce).
• Familiarity with APIs and system integrations is a plus.

Education:

• University degree, diploma in computer sciences, hospitality or administration. Or an equivalent work-related experience. 

Requirements:

• Travel to locations throughout Canada.

At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.