Job Number 24139091
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
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
Location: Bismarck, ND
Posted: Aug. 16, 2024, 2:38 p.m.
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