The Senior Analyst acts as a support subject matter expert identifying and participating in activities or projects related to the platform 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 r... more details
Job Number 24113369 Job Category Administrative 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 This is a temporary position. JOB SUMMARY The Senior Analyst acts as a support subject matter expert identifying and participating in activities or projects related to the platform 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 in the Revenue Management portfolio of products that provide a seamless support experience for the user 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) Hotel Property or Above Property experience in Revenue Management using Marriott’s One Yield Application Preferred: 5+ years’ experience in business application support in a call center environment, customer service or hospitality Meeting facilitation and presentation skills Core working knowledge of Hotel Property Management Systems and Mobile Applications 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 College degree or working towards one Strong team orientation 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. 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 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 Performs other duties as appropriate or assigned Salary Range (based on compa-ratio to accommodate all pay zones) Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually. FLEX opportunities offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions. The application deadline for this position is 1 day after the date of this posting, June 28, 2024. 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 is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
