Hotel Partner Solutions Specialist

About the role

The Hotel Partner Solutions Specialist plays a supporting-level role within the team, applying foundational infrastructure/platform knowledge to ambiguous technical/non-technical projects and tasks. They assist with issue investigations, data analysis, and remediation for internal and external infrastructure disruptions and/or service enhancements.

Responsibilities

• Resolve service and system disruptions by applying technical expertise in coordination with technical teams.
• Recommend interim and long-term solutions to complex problems to ensure successful resolution.
• Guide the analysis of a problem to a successful resolution by contacting required resources inside and outside the company.
• Develop/maintain support documentation for use by all levels of support personnel.
• Identify simple known patterns hidden in other distracting material and understand opportunities for improving services and/or products.
• Confirm comprehension and understanding of complex information by correctly answering routine questions.
• Create clear, concise, and organized communication materials such as policies & procedures, guidelines, presentations, and messages.
• Consider and understand the audiences' specific needs and comprehension level to determine the most appropriate message and delivery method, limiting or explaining technical language.
• Report clearly on current work status.
• Coordinate bringing together different stakeholders with varied perspectives to develop solutions to issues and contribute own suggestions.
• Think holistically to identify opportunities around policies/processes to increase efficiency across organizational boundaries.
• Aid in a whole system approach to analyzing issues by ensuring all components (structure, people, process, and technology) are identified and accounted for.
• Research and analyze complex technical data using statistical methods.
• Identify that there is a need for process improvement and actively seek guidance from their Manager on how to achieve this.
• Demonstrate openness and flexibility to adapting their work to new processes to streamline and be more efficient.
• Assist with the development of business area standards and procedures.
• Collaborate with team members to co-develop and solve problems.

Qualifications

• 0-2 years of experience
• Bachelor's degree or equivalent experience
• Technical degree preferred
• Demonstrates production and/or data analysis work experience
• Supporting day-to-day operations in technical environments
• A+ Certification or equivalent
• Understanding of AWS Foundational Technical Skills
• Knowledge of SQL and Excel is essential
• Understanding of Querybook, Splunk, Kibana, and Postman
• Understanding of API, XML
• Experience with Scrum/Agile methodologies
• Experience with Salesforce, Jira, Confluence
• Automation experience
• Experience with AI
• Knowledge of Python, C++, and other programming languages (nice to have)
• Ability to collect information to understand problems and identify their origin
• Experience researching precedents and known solutions for basic or routine problems
• Experience implementing prescribed steps and ensuring effective resolution, escalating troubleshooting if needed
• Familiarity with working with infrastructure services
• Experience configuring or operating cloud infrastructure through tools or interfaces
• Understanding of lower-level complex systems
• Broad understanding of observability and operational tools
• Foundational understanding of software testing principles
• Basic understanding of how team goals fit a business need
• Experience assisting with issue or incident investigations by gathering and documenting necessary information
• Experience identifying, researching, testing, and escalating bugs to the appropriate team for resolution
• Experience translating data analysis and findings into accessible visuals to identify chronic issues or product opportunities
• Understanding of how to proceed with collecting data on customer and employee satisfaction, and support the data collection and analysis process

Pay and Benefits

The total cash range for this position in Austin is $70,500.00 to $99,000.00. Employees in this role have the potential to increase their pay up to $113,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediggroup.com/life.