What are the responsibilities and job description for the Systems Analyst – Guest Experience position at Virgin Hotels Central Services LLC?
Who we are:
We love what we do and what we do is important! We believe that everyone should leave feeling better - this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No-one is more important than anyone else, and unless we are in it together, we can't create that special experience for our guests.
Your mission:
Should you decide to accept it...
The Systems Analyst – Guest Experience is responsible for analyzing, designing, documenting, and supporting systems and application solutions supporting the guest experience across the entire Virgin Hotels Collection (VHC) portfolio. Systems include but are not limited to CRM, CRS, booking engine, mobile app, web site, and loyalty systems.
This role focuses on requirements gathering, solutions research, system configuration/testing, ongoing application and integration support, documentation, and process improvement. The primary responsibility of the Analyst is to support the applications used by teams in customer experience support roles, including Marketing, Digital, Operations, and other groups as needed.
The Nitty-Gritty:
What exactly you will be doing...
In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your manager not listed below in the constant quest to provide “out of this world” customer service experience for our guests:
- Act as subject matter expert for assigned systems providing advanced end-user support and analysis for incidents and recurring issues. Support system configuration changes and enhancements in line with approved requirements.
- Collaborate to gather stakeholder business requirements, evaluate solutions, and ensure application designs support organizational objectives and workflows.
- Translate business needs into clear system specifications, process flows, and use cases for technical teams and business partners.
- Develop and execute test cases; support user acceptance testing (UAT) with business users. Validate that delivered solutions meet approved requirements prior to release.
- Proactively monitor application workflow, health, performance, and usage; identify optimization opportunities. Support data validation, reconciliation, and reporting accuracy across systems.
- Support change/release processes by validating requirements, coordinating testing activities, & ensuring deployment readiness. Follow structured production change/release best practices.
- Manage the integration of the organization’s Guest Experience platforms with internal and external systems, ensuring seamless data flow and interoperability across platforms.
- Participate in cross-functional teams for Guest Experience application-related projects, including system upgrades, new implementations, and transformation initiatives.
- Create and maintain system documentation, including requirements documents, process maps, configuration details, and support procedures.
- Identify/recommend system and process improvements to enhance efficiency and user experience.
- Develop user guides and training materials; facilitate user onboarding and adoption of new systems.
- Support enforcement of security protocols within Guest Experience applications, including user access controls, data protection, and compliance with relevant standards (e.g., PCI, GDPR, HIPAA, SOX).
- Develop and maintain application focused disaster recovery plans; conduct regular testing to ensure recovery objectives are met.
- Work closely with IT Applications, Infrastructure & Operations, and business teams to ensure alignment. Support system audits and compliance reviews as required.
- This role reports to the Vice President of Information Technology, Applications.
What qualities are we looking for?
You’ve got skills? If you can perform the following, then you have come to the right place...
- Great team player with the ability to create excellent working relationships across the group
- Positive attitude and ability to collaborate with a variety of international peers
- Ability to break down barriers and resolving potential conflicts swiftly and effortlessly
- Strong communication and presentation skills to all levels of management
- Creativity and innovation are essential!
- Ability to execute deliverables with minimal supervision.
- Ability to multi-task between operational support, problem solving and enhancement/implementation projects
- Ability to think outside the box and approach all issues with a completely fresh approach
- Ability to anticipate needs and overdeliver wherever possible
- Enjoy process improvement
- Evoke inspiration in those around you and encourage them to create their best work
- Unwavering integrity and endless work ethic
- Appreciate constructive feedback, as well as graciously providing the same
- Tenacious and self-motivated
- Self-starter, organized, independent, open
Background must-haves:
- Current, legal and unrestricted ability to work in either the United States or the United Kingdom, depending on location.
- The role is open to U.S.-based remote candidates, with a preference for Miami-based talent. Our Miami corporate office, located in Coconut Grove, operates on a hybrid work model. We will also consider candidates based in London, home to our other corporate office.
- 5 years of progressive technology experience, including application support, business analysis, and project management is required.
- Understanding of hospitality technology solutions supporting the guest experience, such as CRM, CRS, booking engine, mobile app, website, surveys, and loyalty systems, is strongly preferred.
- Proven experience in supporting hospitality IT, Marketing, and Operations environments is preferred.
- Proficiency in Property Management Systems (PMS) and their integration with Central Reservation Systems (CRS) is preferred.
- Experience in supporting and integrating CRM platforms and Loyalty Program software is preferred.
- University degree in Information Technology or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job is preferred.
- Ability to travel domestically and internationally up to 10%.
- Willingness to work evenings, weekends, and holidays, as needed.