Sr Analyst IT Field Support Analyst

2 months ago

Myrtle Beach, United States Marriott Vacations Worldwide Full time

Descripción del empleo



Position Summary

As a Senior Analyst IT Field Support at Marriott Vacations Worldwide (MVW), you will be responsible for making meaningful moments for Owners, members, and guests. You will serve as a liaison between IT and the on-site business operations for Corporate, Resort Operations, Contact Centers, and Marketing and Sales teams. As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Marketing and Sales) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process. You will add to the success of the MVW team by maintaining high standards and providing the best service. You will follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintains confidentiality of proprietary information. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. This position may require a background check and/or drug screen contingent on company policy and state and local requirements. Join our expanding team and become a valuable member where meaningful moments are made together.
Expected Contributions
Works with Information Technology (IT), Corporate, Resort Operations, Contact Centers, and Marketing and Sales to provide daily support as well as tactical support of site technology projects, department initiatives and division-wide IT projects. The position is responsible for day-to-day support, management & execution of assigned technology projects and achieving project goals while following IT processes. Serves as a liaison between IT and the on-site business operations for Corporate, Resort Operations, Contact Centers and Marketing and Sales teams.
This role is responsible for managing the daily efforts of supporting and installing computer and printing endpoints, end user business technology applications and miscellaneous equipment and peripherals for MVW IT customers. Has the overall responsibility for ensuring that desktop solutions provided to a user, are functioning properly at the point they are installed. This position is required to work closely with all business management teams while developing and maintaining effective relationships. This position will work within established SLAs with IT and provides direction and guidance to customers regarding their current and future needs for computing resources and services.
Candidate Profile Education Preferred:

▪
Requires BS/BA degree in a technical field or equivalent technical training and on-the-job experience.
Experience Preferred:
▪
3-4 years’ work experience in technical customer service support or having equivalent kind of skills experience.
Skills and Attributes:
▪ Personal Attributes: Dependability, Presentation, Adaptability/ Flexibility, Stress Tolerance, Integrity, Initiative, Positive Demeanor, Proactive
▪ Interpersonal Skills: Diversity Relations, Teamwork, Excellent Customer Service
▪ Organization: Detail Orientation, Multi-Tasking, Time Management, Planning
▪ Analytical Skills: Learning, Computer Skills, Decision-making, Problem Solving
▪ Computer Software: Microsoft Office (including Word, Outlook, Excel, and PowerPoint)
▪ Communications: Listening, English Language Proficiency, Writing, Telephone Etiquette Skills, Applied Reading, Electronic Communication, Mature Judgement
Technical Skills:
■ Technical Problem Solving Skills
■ Current versions of Microsoft Office and Windows Technical Support
■ Installation of Desktop Hardware/Software and Peripherals
■ Desktop Troubleshooting Skills
■ Video and Audio Web Conference Support
■ Wireless Communication Support
■ Intermediate Telephony Knowledge and Support
■ Intermediate VOIP knowledge and support
Physical Ability: Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 30 pounds without assistance. Reach overhead and below the knees, perform bending, twisting, kneeling, crawling, squatting multiple times daily. Able to stand, sit, or walk for an extended period of time or for an entire work shift. Ability to physically operate in a fast-paced environment. Must be able to work “on-call” in a 24x7 environment.
ESSENTIAL FUNCTIONS
○
Functional knowledge & Contributions
■ Facilitate the installation of operating systems (desktop images) and application system software; test software functionality, including interfaces to other property equipment and communications between property and corporate equipment; test all telecommunications link and equipment as required.
■ Assist local vendor representatives and other members of the installation team with installation.
■ Coordinate technology installation, troubleshooting and technology maintenance efforts with various technology vendors.
■ Liaison/consultant to corporate offices, contact centers, resort, and sales galleries with regards to 3rd party vendors (Point of Sale, Property Management Systems, Guest Wi-Fi, Security and Key Systems, EMS, Boarding Pass Kiosks, Reader boards/Displays) for projects and support.
■ Ability to guide the customer into the IT process to achieve their needs and manage user expectations.
■ Ability to work as a team member or leader at times in resolving issues.

Responsible for the identification, resolution and documentation of software and hardware failures reported by MVW users or the IT Service Desk.
■ Accountable for leading installation resource teams for Field Services, Network Engineering, Voice Engineering and Site Deployment infrastructure related projects ranging in complexity to ensure activities are completed within budget and on schedule.
■ Oversee the business areas assigned (Corporate, Resort, Contact Center, Marketing and Sales) and may be required to assist with other assignments or business areas as needed.
■ Accountable for all hardware, software and communications support for an assigned area or areas.
■ Provide leadership daily support needs.
■ Provide 2nd level support and establish/participate in appropriate coverage for support of systems.
■ Provides leadership for Tier-2 support of computer and printing endpoints, miscellaneous equipment and peripherals.
■ Responsible for financial aspects covering multiple areas to include projects, departmental, site inquiries with regards to providing estimates for projects, budget tracking and managing expectations of those estimates.
■ Completion of required documentation within the specified timeframe for asset tracking and billing purposes.
■ Adapts and positively reacts to changes within the work environment.
■ Promotes continuous improvement standards as related to the work environment.
■ Working knowledge of technology equipment and/or processes.
■ Provide the interface between the local vendor representative and management staff while working at an MVW resort site, corporate office, marketing, and sales gallery or contact center.
■ Appropriately respond to and resolve system installation problems as they occur and follow established procedures for problem escalation and follow-up.
■ Provide individual guidance with primary navigation through Windows OS and MVW applications.
■ Appropriately respond to and resolve system problems related to system and software operating procedures while on property.
■ Communicates to change management, site phases, and new development enhancements.
■ Provides status updates and comments to the project owner(s), management, and team participants.
■ Position requires the ability to work effectively with others (team player).
■ Ability to work under pressure and manage multiple priorities.
■ Intermediate network cabling/wiring knowledge and abilities.
■ Special projects as assigned by the Support Manager or Director.
■ Ability to follow procedures accurately and consistently.
■ Ability to use a personal smart cell phone for communication, during and outside of regular work hours.
■ Shift work and travel may be required. Possibility 25% travel time to other areas on the East Coast
○ Policies and Procedures
■ Maintain confidentiality of proprietary materials and information.
■ Perform other reasonable job duties as requested by leads, supervisors, or managers.
Role Specific Requirements
This job description includes the essential functions, job requirements, and minimum standard of work expected from an associate in this position. Associates are expected to perform all other reasonable duties as assigned by Supervisors, Leads, or Managers to meet guests’ and Owner’s needs or business objectives, including any reasonable duties not expressly stated in this job description. In addition, the associate is expected to follow the employer’s standards, policies, and procedures issued in other media, e.g., associate handbook, Company Intranet, Marriott Vacations Worldwide training videos, and Company Memos. Employment is at will, and this job description is not intended to create an offer, contract, or guarantee of employment. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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