Marriott

JOB SUMMARY

As a member of the Service Desk organization, the Senior Analyst acts as a support subject matter expert identifying and participating in activities or projects related to the Mobile/Digital/GXP products and support workflows. Setting the standard this individual promotes a continuous improvement mindset. Working with service providers, and IT Support Partners to improve ITSM & CRM Categorization of issues through integration or other means that achieved improved MTTR, reduction of recurring incidents, and root cause identification and resolution. The major responsibility of this role is to improve customer service by leading support initiatives for Mobile/Digital/GXP portfolio of products and provide a seamless support experience for the user community. 

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

CANDIDATE PROFILE 

Education and Experience 

Required:

• 5+ years’ experience in business application support in a call center environment, customer service or hospitality
• High school diploma or equivalent (GED)
• Experience in Application Support or Call Center environment

Preferred:

• College degree or working towards one
• Core working knowledge of Hotel Property Management Systems and Mobile Applications 
• Meeting facilitation and presentation skills
• Prior Leadership experience
• Established work history of strong customer service
• Ability to effectively facilitate complaint resolutions
• Strong communication skills (written and verbal)
• Skilled at listening and persuading
• Experienced in supporting change management efforts
• 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.
• Performs all basic duties of an Analyst and serves as an escalation for more complex functional and operational requests. 
• Serves as an escalation point for more complex functional and operations requests.
• Ensures 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 align 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

Managing Work, Projects, and Policies 

• Coordinates and implements work and projects as assigned.
• Complies with Federal and State laws applying to procedures.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Manages the flow of questions and directs questions.

Additional Responsibilities 

• Informs, updates, and provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.
• Attends and participates in all relevant meetings.
• Presents ideas, expectations and information in a concise, organized manner.
• Uses problem solving methodology for decision making and follow up.
• Maintains positive working relations with internal customers and department managers.
• Manages time effectively and conducts activities in an organized manner.
• Performs other reasonable duties as assigned.

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 considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?