About the CompanyHello! Welcome to Plaza Premium Group, we're people passionate about Making Travel Better. We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate.Our promise to you:We will respect and value your background and perspectivesWe will work together with integrityWe will share our incredible pride for job, company and industryWhat we ask of you:Bring passion to all that you doListen, move fast and think innovativelySpeak up, have ideas and share themBelieve in customer service, and treating every person with kindnessAs industry leaders in innovating global airport hospitality you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.Who we areWe were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc.With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.Join our family today.Together, we'll make travel better.What you'll be doing - The position contributes to PPG Consumer Facing Solutions and Customer Relationship Management (CRM) globally by providing modern digital technology solutions, business IT and solution design, analysis, development and documentation of various solutions built.This position is expected to drive technology capabilities adoption & standardization to support the strategic business roadmaps for Customer Facing Solution & CRM expansion and operations.This position is to support the PPG Business Development, Sales team and various Business Units in clients' requirements and IT integration discussion with our Consumer Facing Solutions and CRMEnable: Efficient & Effective technology adoption; Process Automation, Business Requirements Analysis, Technical Design and DevelopmentGovern: Data and Security Compliance, Policy & Procedure, Quality Assurance, Technology StandardizationInnovate: Keep up to date with technology evolution and industry developments, and perform proof-of-concept pilots to drive continuous digital innovationQuality Assurance: To lead and manage Vendor to deliver all activities related to the creation of accurate and clear User Requirements for all system enhancements / projects / new products / production incidents related to the Customer Facing Solution & CRMJob Responsibilities:OverallSupporting global consumer facing solutions, CRM and operation users in reviewing business and operation needs.Leading the business and integration requirements discussion with B2B2C clients and translating the requirements into IT business solution proposals.Identifying options for potential solutions and assessing them for both technical and business suitability.Leading system development team (external vendors) through functional requirement, testing, and implementation.Supporting business architecture design, IT technology validation and review. Business Requirement & AnalysisFacilitate the necessary discussions with relevant stakeholders to clearly identify and articulate the business outcomes needed for the project/new product specification/enhancement/production incident request.Identify processes related dependencies, and highlight processes improvements where needed, to facilitate these changes.To actively participate in impact analysis from system perspective and identifying inter-dependencies with other systems.To clearly articulate and document the agreed business outcomes, and business solutions into a User Requirements Documents (URD), and to facilitate and obtain sign off from relevant parties.Prepare and finalize Requirement Traceability Matrix (RTM) to sync up with Business Requirements, Functional Specifications Document (FSD) and Test Plan with input/participation from Business Subject Matter Expert, IT Teams and Vendors. UAT Management & Post Deployment SupportWork with vendors to develop test strategy, plan, criteria, and expected results; aligning Test Plan with URD, FSD, and/or system impact (regression testing).Ensure all project parties are aligned on the project plan by reviewing the Test Plan with Business SME, Business Tester, IT Teams, and facilitate sign off.Work with vendors to ensure availability of test environment and thereby test scope can be completed within project time frame.Monitor the progress of test case execution, pass rates, while coordinating defect fixes with IT System Analyst.Follow up and manage UAT defects/ errors reported in a timely manner.Coordinate Post Deployment verification with Production usersReviewing and ensure Vendor update the relevant documentation (inclusive of flow diagrams/models) to reflect changes made to the system.Supporting users on change control, providing training and user manuals to users for all systems implementations.Job Requirements: Post-secondary degree in Computer Science, Information Technology or related disciplines.Minimum of 8 years of technology solutions development experience with at least 5 years hands-on technical business analysis and project delivery roles preferably gained from sizable firms or multinational companies.Extensive knowledge of CRM, Loyalty System, Platform Business, Web and Mobile App, and UI/UX guidelines.Experience working within both Waterfall and Agile/Scrum environment in the SDLC project cycle.Good background in Database design in both RDBMS and NoSQL.Good working knowledge skills with Microsoft Office Products, Microsoft Visio, and Microsoft Project (or other project management tool).Strong analytical and problem-solving skills.Experience working with collaboration tools, such as SharePoint, Confuence, Jira.Experience in the development and implementation of standards, procedures and guidelines to support CRM & Customer Experience (Web/Mobile App) processes.Willingness to work occasionally outside of normal business hours.Willingness to travel if necessary.Good command of spoken and written English and Chinese(preferably
