Shiji Enterprise Platform (SEP) Implementation Specialist

Job Summary:

The SEP Implementation Specialist is responsible for ensuring the successful deployment of our Property Management System (PMS) solutions for enterprise customers. This includes analyzing customer needs, configuring tailored PMS solutions, performing system installations and upgrades, and delivering training, either on-site or remotely, to ensure a smooth transition and positive user experience. The SEP Implementation Specialist ensures that our PMS solutions meet the unique specifications and functional requirements of our enterprise customers.

What You’ll Do:

• Perform various PMS implementation projects at customer sites in hotel environments across Mexico, the United States, and internationally or remotely when necessary.
• Manage end-to-end implementations by understanding user requirements, assisting customers with completing and utilizing PMS configuration workbooks to perform system configurations, conducting on-site system testing, providing user training, and providing support after "go-live" to ensure smooth operations of our Shiji PMS solution for our customers with a focus on quality and customer satisfaction.
• Report and escalate critical issues and functional requests from customers to appropriate internal teams, including Product and Development, and follow through to ensure timely resolution.
• Analyze and clarify customer queries through troubleshooting and research using existing product documentation, lab testing, and other resources.
• Provide guidance to customers by addressing operational and application-related inquiries and offering consultative support.
• Prepare and submit all required project reports daily and upon project completion to maintain accurate and up-to-date project documentation.
• Attend regular trainings to remain up-to-date with new and current developments of all Shiji PMS functions.

Minimum Qualifications (knowledge, skills, and abilities):

• Bilingual in English and Spanish, with the ability to communicate effectively in both languages
• Minimum four (4) years’ experience in Hotel Operations with a strong understanding of front desk operations, housekeeping, reservations, and finance.
• Experience with hospitality PMS systems in a super user role, demonstrating advanced knowledge of system functionalities, troubleshooting, and user support.
• Proficient in Microsoft and Windows operating systems for enterprise level projects.
• Experience in customer-facing roles with a passion for delivering exceptional service and ensuring customer satisfaction.
• Strong problem-solving skills with the ability to quickly understand and implement diverse IT solutions.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical customers.
• Must be available during evenings, weekends, and holidays as needed, in line with project demands. Overtime compensation will be provided in accordance with Mexican labor law.
• Possession of a valid passport and willingness to travel within the Americas region and internationally, with travel requirements of up to 80%; on-site durations may vary, including periods of up to six weeks, as needed for project execution.

Preferred Qualifications/Nice to Have:

• Bachelor’s Degree from an accredited college or university in a technical, hospitality or business field
• Minimum two (2) years’ experience in installing Property Management Systems (PMS) and training end-users or experience working in IT related roles within a hotel.

Shiji US, Inc does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status, ancestry, genetic information, veteran status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, political affiliation, and matriculation or any other characteristic protected by law. Employment decisions at Shiji US, Inc are based on merit, qualifications, and abilities. Shiji US, Inc is also committed to providing reasonable accommodation for qualified individuals with disabilities in our job application process. If you need assistance or accommodation due to a disability, you may contact us at hr.uscan.list@shijigroup.com.

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.

The best hotels run on Shiji—day and night.