Senior POS & PMS Support Analyst

The Role...

Soho House are in search of a Senior IT PMS/POS Support Analyst to help ensure a seamless and stable service across all global locations through the proactive support and management of IT systems, particularity focusing on PMS (Property Management System) and POS (Point of Sale).

Note that thus is NOT a general-purpose helpdesk support role.

Main Duties...

• L1 & L2 support and troubleshoot issues for (including, but not limited to):
  • POS Oracle Simphony 19.7 and above
  • POS Enterprise Management Console
  • Oracle Gift & Loyalty iCare
  • PMS Oracle Opera V5
  • PMS Opera Interfaced applications – SynXis, Tiger, Book4Time
  • Planet/3C Integrated Pay
  • Planet/3C integrations into our in-house “House pay” system
• Proactive support through routine checks and audits
• Ensure that all incidents are resolved and escalated within the agreed SLA
• Manage the POS database certifying that required rules are followed.
• Update F&B menus in Oracle EMC as required
• Undertake ad hoc project work of a varied nature as defined by the Global Head of IT Support
• Attend Soho sites to support POS/payment project deployments
• Assist with new installations, refurbishments and openings of sites
• Work with third parties and suppliers to manage cases on behalf of end user, ultimately being the technical liaison.
• Use installed ITSM tool and vendor reports to track and report on incidents.
• Collaborate with other teams within Digital/IT Department to ensure an aligned approach on support and that support calls are managed and effectively triaged through knowledge sharing, collaboration and development of ITSM tools
• Collaborate with Project Teams to ensure new products and sites can be supported effectively post hypercare.
• Escalate more complex third line issues as appropriate to other members of the team or third-party provides
• Assist junior team members with complex incidents and requests
• Use installed ITSM tool and vendor reports to track and report on incidents.
• Detect potential known issues, document them and their workarounds
• Produce training documentation/videos for team and actively update internal knowledge base
• Focus on continuous improvement and proactively seek to reduce number of tickets by recommending the removal of underperforming vendors or identifying kit/software that may fail.

About You...

• Strong background in IT support with experience in L1 and L2 troubleshooting.
• Expertise in POS, PMS, and payment systems, including:
• Oracle Simphony POS (19.7 and above)
• POS Enterprise Management Console
• Oracle Gift & Loyalty iCare
• Oracle Opera PMS and interfaced applications (SynXis, Tiger, Book4Time)
• Planet/3C Integrated Pay and House Pay system integration
• Ability to proactively monitor systems through routine checks and audits.
• Experience ensuring incidents are resolved or escalated within agreed SLAs.
• Skilled in managing POS databases and ensuring compliance with required rules.
• Capable of updating F&B menus in Oracle EMC.
• Experience working on IT projects, including new installations, refurbishments, and site openings.
• Ability to liaise with third-party vendors and suppliers to resolve technical issues.
• Proficient in using ITSM tools and vendor reports to track and report incidents.
• Strong collaboration skills to work across IT and Digital teams for efficient incident management.
• Experience supporting project teams to ensure smooth transitions post-hypercare.
• Skilled in detecting, documenting, and providing workarounds for recurring issues.

Benefits…

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career.

• Every House Membership
• Free lunch at Store X Café in 180 Strand Mondays & Fridays
• 50% off Food & Drink, 7 days a week
• Staff Room Rate; Any Bedroom, Any House, $100 a night
• Private Health and Dental Care
• Life Assurance
• Birthday Day Off
• Up to 50% Staff Discount on Cowshed & Soho Home
• Dog Policy
• Season Ticket Loan
• Christmas Office Closure
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Free Counselling Sessions
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• Continuous training to develop yourself personally and professionally
• Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.