LMS Support Specialist

LMS Support Specialist, Canada | Americas Region Vancouver, British Columbia Plaza Premium Group | Canada Onsite role in our Vancouver Office Plaza Premium Group , the global leader in airport lounges and hospitality With over 25 years of experience, we are redefining travel by creating seamless, world-class airport experiences in over 350 locations worldwide. From award-winning lounges to premium airport services, we take pride in delivering exceptional comfort, convenience, and care to travelers. As a dynamic and fast-growing company, we offer exciting career opportunities, a diverse and inclusive workplace, and the chance to be part of a team that’s shaping the future of travel. If you're passionate about hospitality and thrive in a fast-paced, customer-focused environment, we’d love to have you on board The LMS Support Specialist responsible for providing advanced technical support and troubleshooting for Business Systems used in the Americas Region. Primarily the Lounge Management System (LMS). This position ensures the smooth operation of LMS and addresses any escalated issues from Level 1 support. The role will require close collaboration with cross-functional teams to resolve issues and enhance system performance. Responsible for IT support service delivery complying with PPG Global & the Americas Region IT standards. Responsibilities: Application Support (90%): Provide Level 2 Technical support for Business Systems. Primarily for the Lounge Management System, including troubleshooting and resolving system-related issues escalated from Level 1 support. Analyse, diagnose, and resolve technical problems related to Business Systems, primarily LMS. Collaborate with other teams, including IT and development, to address complex issues and provide fixes and enhancements. Monitor the performance and availability of the Business Systems, primarily LMS, identify potential issues, and perform proactive maintenance. Work with the Global LMS team, Business Analysts, and product managers to ensure seamless system performance and resolve technical challenges. Provide assistance to end-users, including lounge staff, to ensure efficient use of the LMS system. Provide training and support to end-users and other IT professionals on the use and maintenance of Business Systems. Assist in training Level 1 support and provide guidance on LMS usage, troubleshooting, and best practices. Adhere to the Americas Regional Helpdesk best practices for incident management, change management, standard operating procedures and policies. General IT support (10%) Provide Level 1 IT support, troubleshooting hardware, software, network, and connectivity issues. Requirements: University degree in Information Technology or Computer Science. 3 years of experience in application support Experience in lounge management systems or similar environments such as: Hospitality Management Systems, Gym and Club Membership Management Systems is a plus. Strong troubleshooting and problem-solving skills. Familiarity with LMS, IT infrastructure, and basic networking principles. Working knowledge of Database servers, administration and processes Excellent verbal and written communication skills to interact effectively with internal teams and external users. Ability to collaborate effectively with various stakeholders, including the L1 support team, IT teams, and business users. Ability to work in a fast-paced, dynamic environment and handle multiple priorities. Positive attitude, Self-motivated, High sense of responsibility. Strong sense of business urgency, passionate to achieve Operation Excellence Knowledge of ITIL or similar IT service management frameworks. Proficiency in using ticketing systems for issue tracking and resolution. Be available for after-hours and weekend project work as needed. Must pass a Criminal Background Check. Spanish, French and/or Portuguese is an asset.

Location: Greater Vancouver, CA

Posted Date: 4/3/2025