Enterprise Application Support Analyst 1

** This role is not eligible for sponsorship AND is four days onsite hybrid at our N. Scottsdale office **

Who are we looking for?

Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity as our Support Analyst 1 in the Enterprise Application Support team in IT Operations. The Enterprise Application Support Analyst provides 2nd level technical support for Choice Hotels’ business processes and applications. In this role, you’ll be a key contributor to the second-level technical support of Choice Hotels’ enterprise applications and business processes. You’ll investigate, research, and analyze a wide range of enterprise systems to resolve service requests, incidents, and disruptions—ensuring smooth and efficient operations across the organization.

Are you the critical thinking self-starter that thrives in a collaborative, team-oriented environment? We invite you to apply today for our Enterprise Application Support Analyst 1 role today and #MakeItYourChoice.

Your Responsibilities

• Provide second‑level support for enterprise applications and distributed systems through investigation, replication, and troubleshooting. 
• Analyze logs, execute database queries, review system‑to‑system data flows, and access servers to diagnose issues. 
• Manage incidents and service requests within defined priorities and SLAs using ServiceNow. 
• Participate in critical incidents, providing investigative analysis and technical support. 
• Monitor application availability and performance using enterprise monitoring tools (e.g., Grafana, OpenSearch). 
• Perform real‑time incident triage and escalate complex issues to senior team members as appropriate. 
• Serve as an incident responder during high‑severity outages, supporting incident command and coordination efforts. 
• Collaborate with Network Operations, Service Desk, and Engineering teams to resolve cross‑platform issues. 
• Maintain working knowledge of enterprise environments, including Windows, Linux/Unix, cloud‑hosted systems, and foundational networking concepts. 
• Participate in after‑hours on‑call rotation and respond to emergency requests in accordance with Choice Hotels’ on‑call policies.

Your Experience, Skills & Competencies     

• Minimum of 1 year of related technical support or IT operations experience.
• IT certification or bachelor’s degree in information technology, Computer Science, or a related field or an equivalent combination of education and relevant work experience.  
• Experience using ticketing systems (preferably ServiceNow) to track, document, and resolve incidents and service requests.  
• Experience creating and maintaining technical documentation.  
• Experience in the hotel or hospitality industry is preferred.  
• Experience using AI productivity tools (e.g., Copilot, ChatGPT, or similar).  
• Basic knowledge of PCI and SOX audit concepts. 

Technical Skills 

• Strong troubleshooting and analytical skills.  
• Foundational knowledge of AWS and Linux/Unix administration utilities.  
• Basic SQL knowledge or willingness to learn (MS SQL Server, MySQL, Oracle).  
• Experience with monitoring and logging tools (Grafana, OpenSearch; exposure to Prometheus, Thanos, or similar preferred).  
• Ability to SSH into Linux/Unix systems and review configuration and log files.  
• Familiarity with incident severity models and SLA enforcement.  
• An Understanding of networking concepts, including routing, switching, and VPNs.  
• Strong written and verbal communication skills. 

Additional Skills & Competencies  

• Ability to work flexible schedules, including extended hours as business needs dictate.  
• Ability to participate in a 24x7 support environment.  
• Ability to prioritize and resolve technical issues efficiently.  
• Ability to continuously learn and improve technical, product, and service skills.  
• Passion for contributing to a growing knowledge network and continuous improvement culture. 

Your Team

This is an individual contributor role that will report to the Enterprise Application Support Manager. You will have 8 peer teammates and collaborate with cross functional departments on a regular basis.

** This ro