System Job Title: Coordinator, EASy

Leadership Role: INDIVIDUAL CONTRIBUTOR

Job Code: IIXXXX – Coordinator, EASy

Last Modified Date: 01.19.2024

Specific Job Summary (describe the nature and purpose of the position)

In this role, the individual will report to the Director, Operations Research and will be responsible for day-to-day system administration of various IT systems, including EASy / iServices / Portal / CRM / AS400 / Qualtrics. This position focuses on user account management, troubleshooting, and system enhancements. The position involves handling tickets for new users, ensuring proper verification and approvals, updating CRM and AS400, managing subscriptions, and providing necessary support. The position requires a proactive approach to troubleshooting, recommending solutions, and collaborating with different teams within the organization.

Specific Expected Contributions (including duties and responsibilities)

Efficient IT Systems Administration

• Onboarding new users by effectively handling tickets, verification, and approval procedures.
• Ensure accurate updates to AS400, CRM, and other systems.
• Proactively manage troubleshooting efforts, resolving issues promptly or escalating as needed.

Proactive Problem Solving

• Demonstrate a proactive approach to troubleshooting, recommending solutions where possible and ensuring prompt resolution of issues.
• Collaborate with different teams to address challenges and contribute to a positive and productive work environment.

Cross-Department Collaboration

• Collaborate with IT, HR, Legal, and other departments to ensure seamless integration and communication across various functions.
• Create and maintain positive working relationships with account managers.

Continuous Improvement

• Identify opportunities for process improvements and system optimizations.
• Stay updated on industry best practices and emerging technologies, bringing innovative ideas to the team.
• Proactive submitting IT tickets, monitoring SLAs, and driving issues to closure in a professional manner.

Candidate Profile (the education, experience, skills and attributes that are important for this position)

Education

• Bachelor's Degree in Information Technology, Computer Science, or a Related Field. Awareness of Hotel Management, Vacation Ownership, or prior experience in the Hospitality industry is highly advantageous.

Experience

• Proven experience managing IT systems, particularly (EASy/ iServices/ Portal/ CRM/ AS400/ Qualtrics)
• Familiarity with user account creation, updates, and troubleshooting within these systems.
• Demonstrated experience in troubleshooting IT issues, verifying error codes, and providing effective solutions.
• Ability to work collaboratively with account managers and help desk teams to address user-related challenges.

Removed as this is controlled by MVW system controls.

Skills and Attributes

• Bilingual (Spanish)
• Strong troubleshooting skills to identify and resolve IT issues promptly.
• Ability to collaborate effectively with IT, HR, legal, and other departments.
• Clear and concise communication, both written and verbal.
• Proactively identify and solve issues, recommend solutions, and escalate when necessary.
• Critical thinking skills to address complex challenges.
• Eager to identify opportunities for process improvements and implement enhancements.
• Attention to detail in handling user accounts and updating systems.
• Adaptable to the dynamic needs of the business and industry.
• Act as a reliable backup for other team members, ensuring continuity of system administration.
• Excellent customer service in supporting users and addressing their needs.
• Ability to meet deadlines and handle multiple priorities at the same time.