Application Support Analyst

2 weeks ago

Bethesda, United States Marriott International, Inc Full time

**Job Number** 24077233

**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**

As a member of the Service Desk Support organization, the support analyst provides first level hotel operations, functional, procedural, and technical troubleshooting support for Marriott’s Sales & Catering Applications (CI/TY, SFAWeb, OneSource, and MSA), Reservations Systems (MARSHA, Empower, HPP, MRDW), Mobile/Digital Platform (Mobile Key, GXP, Mobile Dining), Revenue Management (One Yield). This includes basic network connectivity and troubleshooting. The Analyst resolves contact requests independently, escalates issues as needed to the appropriate Marriott business or iT units and Service Providers. Case notes will be clearly documented using established procedures. Works under general supervision to complete routine tasks. Completes projects or additional assignments as requested by the Support Manager. Support for other Marriott Products to include Business Applications, and Property Management Systems. The Help Desk operates on a 24x7x365 basis and flexibility with rotational schedules is required and critical in this role; holiday and weekend work may be required. It will also be known that telephone calls and computer screens will be recorded for training and quality assurance purposes.

**CANDIDATE PROFILE**

**Education and Experience**

**Required**:

- High school diploma or equivalent
- 2+ years’ Marriott Hotel Operations experience in one of the following disciplines: Front Office, Reservations, Revenue Management, Sales/Event Management

**Preferred**:

- Undergraduate degree from accredited University or College
- Professional Certifications such as ITSM, PM, HDI
- Experience using contact center tools to include incident ticketing systems, call distribution systems, and customer chat.
- Established work history of strong customer service
- Ability to effectively facilitate complaint resolutions
- General knowledge of Marriott business functions and Marriott business processes
- Experience with direct service desk support or previous usage of sales and catering or Business Application systems
- Strong communication skills (written and verbal)
- Skilled at listening and persuading
- Experienced in supporting change management efforts
- Strong team orientation
- Experience using a Knowledge Management product
- Proficiency with Microsoft Office 2016 products, Windows 7, 10. Internet Explorer and general desktop / laptop troubleshooting.

**CORE WORK ACTIVITIES**
- Answers phones and chats in a timely manner using appropriate scripts and language as per department policy
- Creates and updates Help Desk incident or service tickets as defined by department procedures and policies
- Provides excellent customer service and follow-up for all customers who contact the Help Desk.
- Maintains, reviews and complies all documentation that pertains to products supported or operating procedures.
- Understands proper procedures for logging into the ACD and maintaining a status of available when not scheduled for a break or other efforts scheduled with the Manager.
- Assists other analysts as necessary with support issues and escalations.
- Escalates issues to second and third level support and/or on-call support as well as critical issues to Support Manager.
- Performs the following types of basic tasks: analysis, auditing, forecasting, research, and report generation.
- Responds to, and makes decisions on standard/routine business requests with limited risk.
- Responsible for own work and contributing to team, department and/or business results.
- Follow internal and external Service Level Agreements and standard operating procedures of the team.
- Performs other duties as appropriate

**MANAGEMENT COMPETENCIES**

**Leadership**
- Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
- Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- 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.

**Managing Execution**
- Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
- Driving for Results - Sets high standards of performance for self and/or ot

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