Opéra Cloud PMS Expert — Remote Support & Mentoring

AccorCorpo; Issy-les-Moulineaux; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Meal vouchers €11

Health insurance

Remote work options

Gymlib facilities

Heartist program

Heartist for Good

Job summary

Accor is seeking an Opéra Cloud PMS L2 expert to ensure operational excellence across the PMS domain. You will mentor L1/L2 teams, optimize support processes, and build a client-centric knowledge base for global operations.

You will collaborate with product and operational teams, drive improvements, and lead training initiatives to empower support staff, with remote work options and strong commitment to continuous learning.

Qualifications

• 5+ years in Functional Support within Hospitality, IT or product teams.
• Experience in incident/problem management, data analysis, and process improvement.
• Familiarity with knowledge management and project support.
• French is a plus.

Responsibilities

• End-to-end understanding of the technical domain and ensure a clear support path.
• 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.
• Act as primary escalation point and mentor for L1/L2 support agents.
• Monitor daily activity and tool performance to detect unusual trends.
• Track KPIs and recommend enhancements to improve resolution times.
• Coordinate with L3/IT teams for investigations and backlog management.
• Enhance and maintain a customer-oriented knowledge base.

Skills

Functional Support

Hospitality IT

Incident management

Data analysis

Process improvement

Knowledge management

French language (plus)

Job description

Accor is seeking an Opéra Cloud PMS L2 expert to ensure operational excellence across the PMS domain. You will mentor L1/L2 teams, optimize support processes, and build a client-centric knowledge base for global operations.

You will collaborate with product and operational teams, drive improvements, and lead training initiatives to empower support staff, with remote work options and strong commitment to continuous learning.