IT - Application Support Specialist

Sandman Hotel Group; Vancouver; On-site; CAD 55,000 - 60,000; Full time

Benefits offered by this job

Health/Dental/Vision

Paid Time Off

Employee Perks

Job summary

Northland Properties Corporation (NPC) is seeking an Application Support Specialist to ensure the smooth operation of software applications and digital platforms. This role includes collaboration with technical teams and vendors to troubleshoot issues and manage application updates.

The ideal candidate will have 2-5 years of application support experience, strong analytical skills, and proficiency with Oracle's Opera Cloud PMS. The position is full-time and offers a competitive salary of $55,000-60,000 with benefits including health/dental/vision.

Qualifications

• 2-5 years of experience in application support, IT operations, or systems administration.
• Experience with enterprise business applications preferred, particularly in hospitality.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Provide support for core business applications including PMS and Payment Systems.
• Log and resolve tickets for incidents and service requests.
• Collaborate with IT, developers, and vendors for solutions.
• Manage user access, permissions, and system configurations.
• Provide user training and technical guidance.

Skills

Application support

IT operations

Analytical skills

Communication skills

Customer service

Education

University degree or diploma in computer sciences, hospitality or administration

Tools

Oracle's Opera Cloud PMS

Microsoft Office

ServiceNow

Jira

Zendesk

Salesforce

Job description

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

Overview

The Application Support Specialist ensures the smooth operation, maintenance, and optimization of Northland’s software applications and digital platforms. The role serves as the primary liaison between end‑users, technical teams, and vendors to troubleshoot issues, manage configurations, and support application updates or enhancements.

Responsibilities

• Provide support for core business applications including PMS (Opera Cloud), CRS, GMS, and Payment Systems.
• Log, triage, and resolve tickets for incidents, service requests, and support, adhering to established SLAs.
• Diagnose software errors, performance issues, and configuration problems, escalating when necessary.
• Collaborate with IT, developers, and vendors to identify root causes and implement long‑term solutions.
• Track and report recurring issues, providing insights for process or tool improvements.
• Process invoices for application purchases, billing, and licensing.
• Participate in application enhancement projects, UAT testing, and vendor evaluations.
• Maintain back‑of‑house configurations, settings, functionalities, and interfaces for all applications/systems.
• Monitor application performance, logs, and integrations to ensure reliability and uptime.
• Manage user access, permissions, and system configurations.
• Support software patches, version upgrades, and release testing.
• Provide user training, onboarding, and technical guidance; arrange training sessions for internal and operations team members on all business applications and systems.
• Identify opportunities to streamline workflows and enhance system functionality.

Experience Requirements

• 2–5 years 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 (ServiceNow, Jira, Zendesk, Salesforce).
• Familiarity with APIs and system integrations is a plus.

Education

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

Requirements

• Travel to locations throughout Canada.

We are an equal opportunity employer and welcome applications from all qualified individuals.