Specialist, Incident Support II (2 Year Term) in Saint John, Canada

Wyndham Hotels & Resorts is now seeking a Specialist, Incident Support II (2 Year Term) to join our team in Saint John, New Brunswick.

Why Wyndham?

By joining Wyndham Hotels & Resorts, you will play an integral role in our mission to make hotel travel possible for all. You’ll be part of the largest hotel franchise company in the world, where we strive to deliver the best value to our owners and guests. Most importantly, you’ll be entrusted to live our unique Count on Me culture, set by our core values of integrity, accountability, inclusive, caring and fun. At Wyndham, we provide all team members the opportunity to grow through best-in-class training and career development, leadership training, mentorship opportunities and educational support. Supporting our team members is a top priority, which is why we offer competitive compensation and benefits, vacation, team member appreciation days, workplace flexibility and much more. At Wyndham Hotels & Resorts, we value and embrace a culture of diversity, equity and inclusion that supports team members of all backgrounds and experiences. We can’t wait to welcome you!

The Role

The Incident Support Specialist II role will be the first point of contact for 1st-level franchise-facing teams and 3rd-level IT teams during WHR major service interruptions. In addition, this role may also be called upon to act as the 2nd-level support for Service Desk technicians and act as the point of contact for customers concerning mid to low priority incidents as needed. This role will be responsible for recording and classifying received incidents and actioning an immediate effort to restore a failed IT Service as quickly as possible. They must log and manage revenue-impacting and high-priority incidents. This role will keep users informed about their incident status within the SLA. This role will aid our problem management team when required. Unresolved incidents will be assigned to this role for processing and following the hierarchal escalation process for further support. This position is also responsible for executing critical processes within incident management, IT service management, and business communication. This role includes receiving, prioritizing, documenting, troubleshooting, and escalating end-user service requests, incidents, and events/alerts that come in through telephone, e-mail, walk-in, chat, and automated events/alerts

What you’ll do

• Report, communicate, and monitor major incidents, ensuring documentation is up to date. Identify opportunities for process improvements in incident management.

• Create, manage, and monitor conference bridges for Tier 1 and 2 system incidents. Escalate as needed and manage post-incident sessions.

• Take on-call responsibilities, including supporting major incidents, approving business outages, and making Manager-on-Duty (MOD) decisions.

• Maintain consistent and effective communication with all IT support levels, ensuring timely updates to business users and leadership during incidents or planned maintenance.

• Assist the Service Desk with managing phone and ticket queues during periods of high volume or backlog.

• Proactively assess, manage, and contribute to short and long-term needs of the incident management team.

• Demonstrates strong self-management skills to prioritize and complete tasks efficiently with limit supervision or follow-up.

• Manages escalated incidents with professionalism while maintaining control of the incidents and ensuring timely escalation when required.

You’ll be successful if you have

• Demonstrated ability to work under pressure and manage high-priority incidents.

• Excellent verbal and written communication skills, with the ability to explain technical issues to various audiences.

• Strong organizational skills and attention to detail, ensuring all documentation and communication meet standards.

• A self-motivated attitude, with the ability to work autonomously and adapt to evolving tools and processes.

• Technical proficiency across relevant tools such as Windows OS, Active Directory, and IT service management platforms.

Required Qualifications/Experience

• Post-secondary education in Computer Science or related fields or equivalent on-the-job experience

• Minimum 4 years of technical support / Helpdesk experience

• Certification in ITIL Foundations (desirable)

• A+ and Network + certifications (desirable)

• WWC Service Desk Tech I Associate (desirable)

• Service Desk technician experience supporting PC-based operating systems, local area networks, and software applications (desirable)

• Strong understanding of the ITIL Incident Management process

• Strong understanding of the ITIL Service Desk process

• Strong understanding of the ITIL Problem Management process

• Understanding of ITIL Change and Release Management

• Proficiency with configuration and usage of Windows OS, Microsoft Office Suite, Office 365, IOS and Android devices, Active Directory, Bomgar, communications software, and other PC software applications.

• Providing basic LAN/WAN/VPN support and escalating internally when required.

• Provide support for customers’ workstations (desktops and laptops), mobile devices, system accounts, applications, and network servers.

• Experience with troubleshooting hardware and/or software problems affecting end users’ devices such as laptops, desktops, and mobile devices.

• Experience with two-factor authentication on email and applications would be considered an asset.

• Proven strengths in verbal and written communication

• Superior Customer Service skills

• Strong technical acumen with the ability to work and communicate with all levels of the organization.

• Ability to communicate technical issues to audiences with varying levels of technical acumen.

• Intellectually sharp, capable, and agile.

• Demonstrates perseverance to achieve/exceed goals and objectives; can push self and others towards achievement in an appropriate way.

• Ability to find common ground and bond with others, evoking trust and credibility easily.

• Strong verbal and written communication skills

• Sharp presentation skills

• Strong decision-making skills

• Analytical person at a tactical and functional level.

COMPANY OVERVIEW:

Wyndham Hotels & Resorts is the world’s largest hotel franchising company by the number of properties with approximately 9,200 hotels across over 95 countries on six continents. Through our network of approximately 872,000 rooms appealing to the everyday traveler, Wyndham commands a leading presence in the hospitality industry. Headquartered in Parsippany, N.J. with offices around the world in London, Shanghai, Buenos Aires, Dubai and more, Wyndham employs more than 2,000 corporate team members worldwide who are dedicated to the Company’s mission of making hotel travel possible for all. Supporting thousands of franchisees and a growing global portfolio of 24 hotel brands—think household names like Wyndham, La Quinta, Ramada, Days Inn and Super 8—Wyndham team members are a widespread group of individuals with diverse interests and backgrounds. Our unique Count on Me culture, commitment to flexibility and core values of Integrity, Accountability, Inclusivity, Caring and Fun are just part of what continues to make Wyndham an award-winning best place to work.

Job Location: Saint John, 180 Crown Street, Saint John, New Brunswick NA

Employment Status: Full-time