FLEX Senior Application Support Analyst

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 Applicat