FLEX Analyst - Sales and Catering Application Support

This is a temporary position. 

JOB SUMMARY   

Facilitates the entire call resolution process from initial contact (call, portal, or chat) to resolution for a supported Marriott business application (CI/TY, SFAWeb/OneSource, and MSA). This includes basic network connectivity and troubleshooting. Other Marriott standards may also be required to support. Resolves contact requests independently.  Escalates issues, as needed, to appropriate Marriott business units and Service Providers and documents all requests using established procedures. Works under general supervision to complete routine tasks. Completes projects or additional assignments as requested by the Support Manager the Help Desk operates 24x7x365. 

 

CANDIDATE PROFILE   

Education and Experience 

Required 

 

•  3 years’ experience in business application support in a call center environment, customer service or hospitality industry. 
• High school diploma 

 

Preferred: 

• BS/BA from accredited University or College 
• Professional Certifications to include: ITSM, PM, HDI 
•  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 
• 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 365 products, Windows 10. Edge, Chrome, and general desktop / laptop troubleshooting.  

CORE WORK ACTIVITIES 

•  Work with users via Chat, phone or tickets 
•  Initiates escalation as appropriate to facilitate management awareness of problems that are severe in nature or that are exceeding documented service level agreements 
•  Provides level 1 and additional problem determination and support for specific Marriott supported applications using documented procedures and available tools 
•  Functions as the customer advocate for Marriott business applications 
•  Determines and assigns priorities for incidents 
•  Determines appropriate escalation to 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. 
•  Performs other duties as appropriate. 
•  Assists other analysts as necessary with support issues and escalations. 
•  Allocates own time effectively to meet goals in a manner that does not disadvantage other associates or groups 
•  Participants in team training when appropriate  

MANAGEMENT COMPETENCIES 

 Leadership 

1.  Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.  
2.  Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods. 
3.  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. 
4.  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.