Integration Installation/Support Specialist at Nor1
Santa Clara, CA, US

Nor1 is seeking a new team member to join our technology team and assist us in implementing and maintaining our integrations with external hospitality systems. Primarily your focus is on connectivity with Property Management Systems (PMS), Central Reservation Systems (CRS), Internet Booking Engines (IBE), and Revenue Management Systems (RMS), you’ll own new customer integration installations, provide technical consultation, support for customers, minimize mean time to the recovery of integration outages, and work closely with the Director of Integrations to develop and mature our installation process and documentation.

 

The role reports to the Director of Integrations. Critical to success in this role is a deep knowledge and hands on expertise in Oracle Opera and OXI; with an ability to apply this expertise to other property management systems.

 

Responsibilities

 

  • Provide prompt response to customer issues as the first line of technical support, Tier 1. 
  • Launch interfaces between our Nor1 upgrade platform and external systems (PMS, CRS, IBE, CRM, RMS).
  • Support the launch process of such interfaces, cooperating with the respective local 3rd party CRS/PMS providers.
  • Troubleshoot integration and network issues that degrade customer performance as Tier 2 technical support, including assessing the validity of the issue, determining reasons for outages/issues, and escalating the findings to the engineering team, Tier 3.
  • Support customers on various interfaces such as Agilysys LMS, Sabre/SynXis, Infor HMS, Opera OXI, Protel, and other systems as they come online.
  • Analyze the data quality of reservation, availability, rate, inventory, and ancillary folio charge messages, bidirectionally, for our external interfaces. 
  • Support product development in documenting and training installation procedures.
  • Maintain logs of new installations, support cases, IT contacts, training sessions, and other integration related processes.
  • Assist Sales and Operations with installation and customer activation procedures for each interface. 

 

Skills & Requirements

 

  • Solid understanding of XML, JSON, HTML, and flat file data structures.
  • Serviceable network administration skills in LAN, WAN, TCP/IP, FTP, SSH, and HTTPS. 
  • Comfortable in medium to advanced SQL scripting on MySQL, Oracle, or MS SQL server.
  • Understanding of Opera and another PMS from user and administrative perspectives.
  • Ability to install Opera Xchange Interface (OXI) and another bidirectional interface.
  • Self-starter with an attention to detail and excellent time management, organization, and communication skills.
  • Willingness to perform business enhancing functions that are outside the normal scope of work.
  • Management and administration experience of IT solutions in hospitality or travel.
  • Preferred Bachelor’s Degree in Information Systems or related technical degree.
  • Proficiency in English a must; multilingual is a plus.

 

About Nor1

 

Nor1 is the technology leader in travel merchandising which provides data-driven solutions to maximize incremental revenues for hotels and resorts worldwide. Nor1 is creating the fusion between machine learning and guest experience. It’s that combination of expertise and skill that have set Nor1 apart and continues to attract technology’s most distinguished investors such as Goldman Sachs and Accel Partners.