FLEX Senior Manager Digital Guest

This is a temporary position. 

JOB SUMMARY

As a member of the Digital Guest Services Application Support team, the Senior Analyst, Digital Guest Services Applications Support will serve as a primary SME for Mobile Key services within the Marriott ecosystem and be primary resource responsible for resolution of Mobile Key incidents, to include triage, and escalations to appropriate key vendors, PMS teams and infrastructure teams as needed.

The Senior Analyst, Digital Guest Services Application Support will serve as the technical SME for application support efforts related to key vendors, and various Marriott Support teams, GIS, and global hotel operations.  This person will also be involved in the onboarding and support of Mobile Key Vendor partners to ensure they have the necessary tools and resources to remediate mobile key incidents within the Marriott ecosystem.,

Demonstrate technical and situational awareness in the timely resolution of mobile key issues; build relationships through hard lines and dotted lines and foster a team spirit and a highly collaborative environment.  This role will engage key stakeholders to drive the execution of support processes to ensure a consistent reliable experience with Mobile Key for guests and properties.  

CANDIDATE PROFILE

Education and Experience
•    Four-year degree from an accredited university in Business Administration, Computer Science, or related major, or equivalent experience.
•    6 years’ experience in technology operations, global operations, or related professional area.
•    Experience with supporting Mobile Key technologies and vendors.
•    Experience with one or more Marriott PMS systems, (FSPMS, Opera, Lightspeed, FOSSE).
•    1 year experience within ITIL Service Availability processes and tools, Service Now, ADSP, Splunk, Tableau.
•    Experience with troubleshooting technical issues, analyzing application and system logs
•    Demonstrated ability to deliver results under challenging conditions, particularly when faced with complexity, ambiguity, and aggressive timelines. 
•    Experience with Agile processes and tools, i.e. Jira, Confluence
•    Ability to break down mobile key support processes into manageable repeatable steps while delivering consistent experience.
•    Ability to pivot from existing plan to address any unforeseen circumstances and maintain calm within support teams and key vendors.
•    Ability to identify new opportunities to drive better mobile key experiences and/or incremental reliability.
•    Excellent communicator, both written and spoken. Must be able to document and evangelize consistent support processes.
•    Strong problem-solving skills and able to guide technical and support teams to identify issue root cause and appropriate remediation.

CORE WORK ACTIVITIES

•    Remediate mobile key incidents in a timely fashion, per established SLAs.  Identify trends and patterns that can potentially lead to product improvement efforts to prevent recurring incidents.
•    Execute BAU activities in the support of the mobile key program, (remediate component accounts & PKI certificates)
•    Support the execution of clear mobile key escalation processes amongst multiple support disciplines to drive lower MTTR.
•    Provide support to key vendor partners with regard to access to Marriott resources and tools, to include onboarding and maintenance of credentials and smart key. 
•    Monitor Key Vendor Incident dash boards to ensure SLAs are being met and tickets addressed in a timely fashion.
•    Support of SLAs with partners and reporting/analytics.
•    Support key vendor product certification and establish/modify appropriate support process documentation.

Demonstrating and Applying Discipline Knowledge 
•    Provides technical expertise and support to persons inside and outside of the department.
•    Demonstrates knowledge of job-relevant issues, mobile key products, systems, and processes.
•    Demonstrates knowledge of function-specific procedures.
•    Keeps up-to-date technically and applies new knowledge to job.

Additional Responsibilities 
•    Proven ability to work with cross-functional teams in support of consistent reliable mobile key experience.
•    Ability to recognize and engage partners as needed to solve problems quickly.
•    Demonstrated comfort with evangelizing mobile key support best practices.
•    Dynamic interpersonal skills including team player that works well with counterparts from various functions/departments and has the ability to influence the work of counterparts without direct reporting accountability.
•    Strong interpersonal skills and success in cross-functional relationship-building at all levels, ability to drive consensus through influence and fact-based approach.
•    Effective written a