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FLEX VMS Technology User Support - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Bethesda, MD Bethesda, Maryland |
About this job
Posting Date Nov 17, 2017
Job Number 17002GX2
Job Category Administrative
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management
Start Your Journey With Us
Job Number 17002GX2
Job Category Administrative
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management
Start Your Journey With Us
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
Specific Job Summary (nature and purpose of the position)
The Senior Program Specialist is a member of the FLEX team within the Marriott Talent Acquisition organization. This position is focused on supporting the day-to-day functions of Marriott’s vendor management system, Fieldglass.
The Senior Program Specialist is responsible for effective handling of daily customer inquiries and technical support requests received by phone and email pertaining to the Fieldglass vendor management system (VMS). The Senior Program Specialist also assists in program development while ensuring a high level of customer service and support to business partners. Furthermore, this position is responsible for working very closely with representatives from the VMS to understand the system at an expert level. This position will also be integrally involved in any major initiatives pertaining to continued utilization and optimization of the VMS.
Specific Expected Contributions (including duties and responsibilities)
- Develop and maintain an expertise on the VMS technology, becoming the subject matter expert on its functionality and a resource to new and existing users upon completion of requisite training.
- Provide high level support to VMS end users who include Marriott managers as well as all of the vendors who provide the temporary workers to the managed hotels.
- Build strong relationships with market users, seeking to understand their operations and how the VMS is utilized in order to ensure the most effective support.
- Effectively communicate with end users via phone or email, inclusive of composing accurate, prompt and effective replies to consumer contacts.
- Facilitate bi-weekly IRT calls, maintain issue log and monitor resolution.
- Interface with interdepartmental personnel in day-to-day problem solving, identifying and collecting information needed to facilitate decision making.
- Document issues, prioritize defects with stakeholders, and work with service providers on resolution while keeping stakeholders updated on progress.
- Proactively identify issues that may require intervention and participate in developing solutions that will reduce issues and improve process performance.
- Support VMS tool upgrades by analyzing impact of new releases and validating new functionality while ensuring existing functionality is not disrupted.
- Participate in the regular cadence of functional testing of system enhancements, fixes, and upgrades.
- Recommend process changes and VMS tool enhancements when appropriate to enhance functionality of VMS and user experience.
- Provide support to users through the FLEX support mailbox.
- Act as key point of contact with SAP/Fieldglass account management team for troubleshooting, enhancement requests and general system performance
- Update the operations manual that illustrates the step by step process of Program Management Office’s utilization of VMS that supports temp labor needs for both corporate headquarters and the market.
Specific Candidate Profile (the education, experience, skills and attributes that are important for this position)
- 2-year Associate’s degree from an accredited university in Human Resources or related major and 3 years’ experience in a customer support, employment, or staffing environment (MSP Program Manager or Systems Support preferred) OR 4-year Bachelor's degree from an accredited university in Human Resources, or related major and 1 year experience in system customer support, employment, or staffing environment (MSP Program Manager or Systems Support preferred).
- Excellent phone and email customer support skills are a must.
- Proficiency with technology, such as Microsoft Office products (Outlook, Word, Excel and PowerPoint).
- Prior experience working with a vendor management system (VMS) preferred. Experience with Fieldglass strongly preferred.
- Ability to leverage knowledge of technology and systems to troubleshoot issues identified by end users of the VMS.
- Knowledge of temporary labor contracts specific to rate structure, contract interpretation, and placements a plus.
- Strong organizational skills and orientation to detail; capable of multi-tasking.
- Demonstrated ability to work in a high-pressure environment while delivering high quality service in a timely and professional manner.
- Solid verbal and written communication skills.
- Strong team player. Ability to develop and maintain strong relationships across the organization, both internally and externally (Marriott colleagues, FLEX associates and hiring managers; professional services vendors, VMS provider, etc.).
- Knowledge of Marriott's organization structure, businesses and human resources policies, practices, and procedures a plus.
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