Opéra Cloud PMS L2 Expert

Job Description

The Opéra Cloud PMS L2 expert ensures operational excellence, performance and continuous improvement across the PMS domain. He provides in-depth analysis, resolves complex cases and acts as a vital link between support teams and product teams to proactively tackle issues. He will also be instrumental in mentoring and upskilling L1 support teams , fostering a culture of continuous learning and problem-solving to enhance their autonomy. He’s responsible for optimizing support processes, developing a client-centric knowledge base, and strategically preparing for future support needs.

Main responsibilities

Ensure Strategic Support Readiness​:

• End to end understanding of technical domain and ensure support path is clear​
• Provide regular progress reports to management on areas of improvement​
• Anticipate operational impact, objectives, and integration roadmap​
• Coordinate implementation of support processes and tools across stakeholders​
• Design and deliver effective training on new tools, processes, and updates​
• Ensure smooth transitions, including Hypercare support phases​
• Lead change management activities and ensure team readiness​

Improve Operational Performance: ​

• Act as a primary escalation point and mentor for HCSMs and L1 & L2 support agents , guiding them through complex issues and empowering them to resolve higher-tier incidents independently over time​
• Monitor daily activity and tool performance to detect and move forward with unusual trends ​
• Autonomously track KPIs in your application domain and recommend enhancement to improve resolution times, reduce escalations, and increase L1 first-contact resolution rates ​
• Leverage deep domain and tool expertise to provide insights and drive corrective actions.​
• Lead complex case resolution, acting as the application expert for Hotel care support and operations, with a strong focus on identifying root causes and implementing preventative measures ​
• Coordinate with L3/IT teams for in-depth investigations, backlog management, and technical committees to understand bug corrections, track enhancement requests and address recurring issues.​

Knowledge Management & Process Improvement:​

• Enhance and maintain a customer-oriented knowledge base ensuring intuitive content, for both support teams and hotels​
• Optimize support processes to reduce resolution times and improve efficiency.​
• Implement feedback mechanisms to identify and close knowledge gaps.​
• Lead knowledge sharing sessions and workshops for L1/L2 teams, translating complex technical information into actionable insights and best practices​
• Drive the adoption of self-service tools and resources for L1 support and end-users, reducing reliance on direct L2 intervention for common issues​

Qualifications

• 5+ years in Functional Support , specifically within Hospitality, IT or product teams​
• Experience in incident/problem management, data analysis, and process improvement.​
• Familiarity with knowledge management and project support.
• Fluent in English (read, written, spoken)​
• French is a plus​
• Dynamic, Proactive and autonomous​
• Positive & performance driven mindset ​
• Analytical thinker​
• Organized & customer-centric

Additional Information

💡 Why join us?

And what are our commitments?

To the world

• Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.
• We adopt a continuous improvement approach to reduce the environmental impact of digital across all our projects.

To your career

• We enable all our employees to maintain a healthy work-life balance and give them the means to shape their working environment in their own image.
• Dedicated Talent Management, continuous improvement, and training and development paths are defined both individually and collectively so that we can grow together, every day.

Concretely, at Accor:

• Remote work possible several days per week from France and flexible working options: work from home, our offices, or even our hotels and coworking spaces thanks to Worklib.

And also,

• ALL - Heartist® program: preferential rates and flash offers for unforgettable stays and experiences across all our Accor locations and with our partners worldwide.
• Heartist® for Good volunteering program: 1 day offered during your working time to get involved with a non-profit organization.
• A Social and Economic Committee (CSE) that supports you in financing your cultural and sports activities.
• Sustainable Mobility Package for using an eco-friendly means of transportation or a “company bike” program in partnership with Zenride.
• Coverage of urban public transport subscriptions between home and workplace, in accordance with the French Finance Law scale.
• Meal vouchers with a face value of €11.
• A mandatory health insurance plan funded at 50% by Accor, at no additional cost in case of enrollment of your dependents.
• Not to mention attractive working conditions with collaborative workspaces, restaurants, game areas, as well as well-being and sports spaces on site or through Gymlib.

Your talent and motivation are our only selection criteria.

We value the richness of diverse nationalities, personalities, and professional backgrounds.
We know how to adapt to the specific needs of our employees, particularly those with disabilities.
We encourage all applications, without distinction of gender, so dare to apply!

For us, recruitment is above all a story of encounters.

Does this role appeal to you? Apply, and we will offer you:

• An initial discussion with our recruitment team to present the key elements of the role or guide you toward a position that may better suit you,
• One or more interviews with managers and team members,
• For certain roles, you may also be asked to complete a test or case study, as well as a questionnaire about your personality and motivations.
• A final interview with our Human Resources team to discuss our Group culture, working environment, training program, and career prospects, as well as the different Group benefits.
• Personalized feedback.