Current jobs related to Senior Application Support Analyst - Bethesda - Marriott

  • Senior Application Support Analyst

    2 weeks ago

    Bethesda, United States Marriott Full time

    Job DescriptionJOB SUMMARYThe Senior Analyst acts as a support subject matter expert resolving issues reported by property users and identifying and participating in activities or projects related to the platform and support workflows. Setting the standard this individual promotes an exceptional customer experience and a continuous improvement mindset....

  • Senior Analyst, Investment Applications

    2 months ago

    Bethesda, United States ProShares Trust II, ProShare Advisors LLC Full time

    About Us: ProShares now offers one of the largest lineups of ETFs, with more than $70 billion in assets. The company is the leader in strategies such as dividend growth, interest rate hedged bond and geared (leveraged and inverse) ETF investing. ProShares continues to innovate with products that provide strategic and tactical opportunities for investors to...

  • Senior Analyst

    1 month ago

    Bethesda, United States Consultant Concierge Corp. Full time

    Job DescriptionJob DescriptionPosition - Senior Analyst Boutique management consulting firm is seeking a senior program analyst. This position has flexibility and can be performed remotely. Most clients are within the National Institutes of Health. Preferred MPH or MBA. BS with experience will be considered.Duties:· Perform program analyst duties· Conduct...

  • Senior Financial Analyst

    1 week ago

    Bethesda, Maryland, United States Marriott Hotels & Resorts Full time

    Senior Business AnalystAt Marriott Hotels & Resorts, we are seeking a highly skilled Senior Business Analyst to support the Finance Business Partnership (FBP) group for Customer, Revenue & Luxury (CRL).Key Responsibilities:Support the FBP team in the execution of financial management processes that drive business growth and operational excellence.Collaborate...

  • Senior Intelligence Analyst

    2 weeks ago

    Bethesda, Maryland, United States Xcelerate Solutions Full time

    Senior Intelligence Analyst - TS/SCI with CI PolyXcelerate Solutions is in search of a skilled Senior Intelligence Analyst to support our client's operational needs within a mission-driven program in a fast-paced environment. Join our esteemed organization and collaborate with some of the most capable professionals in the Government Contracting...

  • Senior DEIA Analyst

    1 week ago

    Bethesda, United States Novel Applications Full time

    NAOVI (Novel Applications, Inc.) is a premier technology services company that provides solutions in the areas of Cyber Security, Information Management and Systems Integration. NAOVI is a business that combines experience, creativity, flexibility, p Analyst, Senior, Diversity, Evaluation, Technology

  • Senior Specialist in Investment Application Management

    2 weeks ago

    Bethesda, Maryland, United States ProShares Trust II, ProShare Advisors LLC Full time

    About Us:ProShares is a prominent provider of ETFs, managing over $70 billion in assets. We are recognized as leaders in innovative strategies including dividend growth, interest rate hedged bonds, and leveraged/inverse ETF investing. Our commitment to innovation allows us to offer products that empower investors to manage risk and enhance their returns...

  • Senior Federal Financial Management Analyst

    2 months ago

    Bethesda, United States ERIMAX Inc. Full time

    Job Type Full-time Description Senior Federal Financial Management Analyst / Auditing Support Join ERIMAX and a fantastic client in their mission to educate, train, and comprehensively prepare uniformed services health professionals, scientists, and leaders to support the Military and Public Health Systems, the National Security and National Defense...

  • Application Systems Analyst

    2 weeks ago

    Bethesda, Maryland, United States Guidehouse Full time

    Position Overview:As an Application Systems Analyst, you will play a crucial role in the Software Development & Support team, focusing on digital solutions. Your responsibilities will include:Technical Planning: Collaborate with the CDE-R developer team to create comprehensive technical plans and provide support for the implementation of automated or...

  • Senior Cloud Migration Application Support Engineer

    2 weeks ago

    Bethesda, United States Hummingbirds Innovations Full time

    Job DescriptionJob DescriptionTitle: Cloud Migration Application Support, Senior Location: On-site Bethesda, MD· Job Type: Full-time (40 hours per week) with benefits.· Availability: immediate.· Security Clearance: TS/SCI with FS Polygraph.· Years of Experience: 2 years with a PhD 6 years with a BS degree. 4 years with a master’s degree 8 years with an...

  • Senior Cloud Migration Application Support Engineer

    3 weeks ago

    Bethesda, United States Hummingbirds Innovations Full time

    Job DescriptionJob DescriptionTitle: Cloud Migration Application Support, Senior Location: On-site Bethesda, MD· Job Type: Full-time (40 hours per week) with benefits.· Availability: immediate.· Security Clearance: TS/SCI with FS Polygraph.· Years of Experience: 2 years with a PhD 6 years with a BS degree. 4 years with a master’s degree 8 years with an...

  • Senior Analyst

    2 weeks ago

    Bethesda, United States JBG SMITH Full time

    Senior Analyst - Investments ID 2024-5269 Location US-MD-Bethesda Type Full-time WHO WE ARE JBG SMITH owns, operates, invests in, and develops mixed-use properties in high-growth and high barrier-to-entry submarkets in and around Washington, DC, most notably National Landing. Approximately 75.0% of JBG SMITH's holdings are in the National Landing...

  • Senior DEIA Analyst

    7 days ago

    Bethesda, United States Novel Applications of Vital Information Full time

    Residency Status: ALL Candidates Must Be A US Citizen to Apply Security Clearance: MUST Currently Possess an ACTIVE TS/SCI w/CI polygraph for consideration of this position. Security Clearance: Please place security clearance at header of resumes. Time Type: Full-Time, Daytime Schedule Relocation Fees: No Company Overview: NAOVI (Novel Applications, Inc.) is...

  • Application Systems Analyst

    1 month ago

    Bethesda, United States Guidehouse Full time

    Job Family:Software Development & Support (Digital)Travel Required:NoneClearance Required:Ability to Obtain Public TrustWhat You Will Do:Support ongoing work to enhance the semantic capabilities of the CDE-R for organization and retrieval of CDEs by topic, disease area, and/or domain.With CDE-R developer team, develop detailed technical plan and support for...

  • Cloud Migration Application Support

    3 months ago

    Bethesda, United States Integrated Intel Solutions Full time

    Job DescriptionJob DescriptionCloud Migration Application Support Senior Position Description:The candidate will work with a team of systems engineers and software developers to specify, design, develop, test and deploy the end-state system. Development will take place in an iterative fashion using scrum techniques with inputs from multiple stakeholders. The...

  • Senior Analyst

    1 month ago

    Bethesda, United States JBG SMITH Full time

    Senior Analyst - Investments ID 2024-5269 Location US-MD-Bethesda Type Full-time WHO WE ARE JBG SMITH owns, operates, invests in, and develops mixed-use properties in high-growth and high barrier-to-entry submarkets in and around Washington, DC, most notably National Landing. Approximately 75.0% of...

  • Senior Analyst

    3 weeks ago

    Bethesda, United States JBG SMITH Full time

    Senior Analyst - Investments ID 2024-5269 Location US-MD-Bethesda Type Full-time WHO WE ARE JBG SMITH owns, operates, invests in, and develops mixed-use properties in high-growth and high barrier-to-entry submarkets in and around Washington, DC, most notably National Landing. Approximately 75.0% of...

  • APPLICATION SYSTEMS ANALYST

    1 month ago

    Bethesda, United States Guidehouse Full time

    Job Family:Software Development & Support (Digital)Travel Required:NoneClearance Required:Ability to Obtain Public TrustWhat You Will Do:Support ongoing work to enhance the semantic capabilities of the CDE-R fororganization and retrieval of CDEs by topic, disease area, and/or domain.With CDE-R developer team, develop detailed technical plan and support...

  • Senior Application Support Engineer for Cloud Migration

    1 week ago

    Bethesda, Maryland, United States Hummingbirds Innovations Full time

    Job OverviewPosition: Senior Cloud Migration Application Support EngineerLocation: On-siteEmployment Type: Full-time (40 hours per week) with benefitsSecurity Clearance: TS/SCI with FS PolygraphExperience Requirements:2 years with a PhD6 years with a BS degree4 years with a master's degree8 years with an AA degree10 years with an HS diplomaRole...

  • Cybersecurity Incident and Application Analyst

    1 month ago

    Bethesda, United States Delmock Technologies Inc Full time

    Job DescriptionJob DescriptionAbout Our Company: Delmock Technologies, Inc. (DTI), is a leading HUBZone business in Baltimore, known for delivering sophisticated IT (Information Technology) and Health solutions with a commitment to ethics, expertise, and superior service. Actively engaged in the local community, DTI creates opportunities for talented...

Senior Application Support Analyst

1 month ago

Bethesda, United States Marriott Full time
Job Number 24139091
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
 JOB SUMMARY

The Senior Analyst acts as a support subject matter expert resolving issues reported by property users and identifying and participating in activities or projects related to the platform and support workflows. Setting the standard this individual promotes an exceptional customer experience and a continuous improvement mindset. Working with customers, service providers, and IT Support Partners to improve Categorization of issues using our ServiceNow Platform and Phone System to log transactions with the desire to affect a speedy resolution of customer issues that achieved improved Mean-Time-To-Resolution and a reduction of recurring incidents. The major responsibility of this role is to provide a seamless support experience for the Reservations user support community. 

The Support Desk operates 24X7 and candidates must be available to work as required to support business needs. 

 

CANDIDATE PROFILE 

Education and Experience 

Required:

•           High school diploma or equivalent (GED)

•           4+ years’ overall experience in business application support or call center environment, customer service or hospitality

•           2+ years’ MARSHA Reservations System or other Reservations Systems Experience

•           Strong communication skills (written and verbal)

Preferred:

•           Meeting facilitation and presentation skills

•           Working knowledge of MI Hotel Property Management Systems, or Property Business Applications   

•            Ability to train others

•            Established work history of strong customer service

•            Ability to effectively facilitate complaint resolutions

•            Skilled at listening and persuading

•            Prior experience using ServiceNow or other ticketing solutions 

•            College degree or working towards one

•            Strong team orientation

CORE WORK ACTIVITIES 

  • Uses ticketing tools and reporting as well as other customer engagement tools like the telephone ACD, Chat, and the Knowledge Management database to ensure a positive customer experience and Level 1 agent effectiveness. 
  • Escalates issues, as needed, to appropriate Marriott business units and Service Providers. 
  • Initiates the creation and modification of knowledge articles and business process documentation for use by team, peers, and supported customers. 
  • Facilitates the entire contact resolution process from initial contact (call or email) to resolution for the supported Marriott business applications in the Service Desk portfolio.
  • Acts as subject matter expert for Application Support Analysts, Customers, and Business Sponsors. 
  • Perform all basic duties of an Analyst and serves as needed. 
  • Serve as an escalation point for more complex functional and operations request. 
  • Ensure operational continuity and to identify procedural support gaps. 
  • Contributes general knowledge and skill to the information technology discipline to support team, partner teams, and department business goals. 
  • Works with minimal supervision to complete complex tasks and assignments, Provides guidance and training to level one team on issue resolution and problem management. 
  • The Senior Analyst contributes to the Knowledge Base to improve issue resolution speed, providing documented process and procedures that improve the overall capability of the support operating model for department and support partners. 
  • Leads and initiates CRM integration initiatives that drive data collection, workflow efficiency, and reduction of critical incidents.
  • Responsible for documenting requirements for technical initiatives 
  • Builds effective relationships with business, service providers, and internal support teams to deliver effective support workflows that improve the overall support model.
  • Provides level 1 and additional problem determination and support for specific Marriott supported applications using documented procedures and available tools.
  • Attends business meetings/training as directed.
  • Takes business meeting notes and shares highlights with leadership to ensure aligning on strategies and operating workflows.
  • Trains and transitions functional and business operational knowledge and learning to Application Analyst 
  • Functions as the customer advocate for Marriott business applications and supports continuous service improvement. 
  • Determines, categorizes, and assigns priorities for incidents to meet service level objectives and ensure customer needs are met.
  • Enhances support workflow and escalation paths for Marriott business units or Service Providers
  • Responsible for own work and contributing to team, department and/or business results.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge. 
  • Supports enterprise processes to include incident management, change management, and problem management.
  •  Performs other duties as appropriate or assigned

 

MANAGEMENT COMPETENCIES 

Leadership

  • Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
  • Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of employee decision making and action.
  • Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
  • Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. 
  • Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

  • Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
  • Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Building Relationships

  • Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
  • Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

Generating Talent and Organizational Capability 

  • Developing Others - Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively.
  • Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Learning and Applying Professional Expertise

  • Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
  • Technical Acumen – Expertly understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations, generate innovative solutions to approach function-specific work challenges, and function as a thought leader in his or her area of expertise.
  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
    • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Understands written sentences and paragraphs in work related documents.
    • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

 

The pay range for this position is $26.43 to $47.58 per hour. In addition, the position is eligible for an annual bonus.

Washington Applicants Only: Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD;  candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 28 days after the date of this posting, August 8, 2024.

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.



Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.