Application Support Analyst

at Marriott in Dover, Delaware, United States
Job Number ********
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
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 24×7×365 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:
+ 1+ years' experience in business application support in a call center environment, customer service, or hospitality industry.
+ 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
+ 1+ years' experience in business application support in a call center environment, customer service, or hospitality industry.
+ Professional Certifications such as ITSM , PM, HDI
+ Experience using contact center tools to include incident ticketing systems, call distribution systems, and customer chat.
+ Core working knowledge of Marriott's primary business applications and systems
+ 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
+ Responds in writing via email or chat to customer inquiries 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 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.
+ Planning and Organizing – Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships + Coworker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting 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.
Generating Talent and Organizational Capability + Talent Management – Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise + Applied Learning – Seeks and makes the most of learning opportunities to improve performance of self and/or others.
+ Business Acumen – Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
+ Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
+ Proficiency with Microsoft Office 2003/'2010 products, Windows XP/7, Internet Explorer and general desktop / laptop troubleshooting.
+ Must have excellent oral and written communication skills
+ Must have excellent customer service skills
+ Experience with technical troubleshooting is a plus.
+ Preferred candidate will have knowledge of the Sales and Catering business processes.
+ Basic Competencies – Fundamenta
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