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in Bethesda, MD
Application Support Analyst
Hours | Full-time, Part-time |
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Location | Bethesda, MD Bethesda, Maryland |
About this job
Job Number 18000BNO
Job Category Information Technology
Location Marriott International HQ, Bethesda, Maryland
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management
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JOB SUMMARY
As a member of the Help Desk Support organization, the analyst provides first level hotel operations, functional, and some technical troubleshooting support for Marriott business and property systems applications.
Key accountabilities include:
· Ability to provide subject matter expertise related to the hotel standard operating procedures within key business application and property management system environments.
· Experience using one or more of the following property based business applications/systems: Revenue Management, Reservations, Customer Relationship Management, and/or a Property Management Systems.
· Records incidents in in the Help Desk Ticketing tool per established procedures and policies.
· Strong communication skills (written and verbal) and able to speak to customer and document interactions in business terms
· Ensures timely escalation of incidents as needed, identifies impact to customer and assigns the appropriate priority.
· Ability to effectively facilitate complaint resolutions
· Established work history demonstrating a strong customer service background
· Communicates resolution and/or next steps to the customer.
Major Decision Making Impact:
· Determines and assigns priorities for incidents based on issue type and impact.
· Determines appropriate path to escalate issues related to operations, application, and technology related issues or inquiries
· Records incidents and status information in CRM tool per established service level agreements; communicates resolution and/or next steps to the customers and stakeholders effectively
Measurements of success include:
· Logging, at a minimum, 90% of all support efforts (in-bound calls, out-bound calls, research, troubleshooting, follow-up) into the Service Now ticketing system
· Maintaining an average customer service quality survey score of 80% or better
· Maintain an acceptable closure rate and first contact resolution on all cases as defined by the management team
· Arriving to work on time as scheduled by Manager, if applicable, logging into the call management system and using appropriate activity codes to track work
· Completion of any other support-related tasks as assigned by the Manager, within a reasonable timeframe
· Answer ACD calls within three rings
· Maintain or exceed internal/external SLA’s set for phone system usage, incident tracking, and project reporting
· Meet minimum requirements for usage and contributions to the Knowledgebase/SME areas of accountability
CANDIDATE PROFILE
Education and Experience
Required:
· High school diploma, or equivalent
· 1+ years’ experience at Marriott Systems Support Center, or equivalent
· 2+ years’ experience in a contact center, customer service or hospitality environment
· Demonstrated English proficiency
Preferred:
· Undergraduate degree
· Hospitality/Sales, Revenue management or Catering experience
· Multilingual with demonstrated proficiency in writing and speaking English, and preferred speaking and writing skill in one or more of the following languages: Cantonese, Mandarin, French, Italian, Spanish, Portugese, Hindi, Swahilil, and Martian
· Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
· Assist other analayst as necessary with support issues and escalation
· Assist more senior associates in achieving business reulsts by:
o Utilizing hotel operations knowledge and application acumen to enhance business and support processes
o Allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
CORE WORK ACTIVITIES
· Answering phones in a timely manner and using appropriate scripst and language as per department policy
· Responding in writing via email or chat to customer inquiries per deparment policy
· Creating and updating Help Desk incident or service tickets as defined by department procedures and policies
· Provides excellent customer service and follow-up for all customers who call into the Help Desk.
· Maintains, reviews and complies all documentation that pertains to products supported or operating procedures.
· Understands proper procedures for logging into the ACD and maintaining a status of available when not scheduled for a break or other efforts scheduled with the Manager.
· Assists other analysts as necessary with support issues and escalations.
· Performs the following types of basic tasks: analysis, auditing, forecasting, research, and report generation.
· Responds to, resolves and makes decisions on standard/routine business requests with limited risk.
· Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
· Performs other duties as appropriate
MANAGEMENT COMPETENCIES
· Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
· Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
· 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.
· 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.
· Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
· Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
· Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
· Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
· Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
· Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
o Proficiency with SFAWeb, One Yield, Total Yield, Microsoft Office 2003/’2010 products, Windows XP/7, Internet Explorer and general desktop / laptop troubleshooting.
o Must have excellent oral and written communication skills
o Must have excellent customer service skills
o Experience with technical troubleshooting is a plus.
o Preferred candidate will have knowledge of the Sales and Catering business processes.
· Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
o Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
o Reading Comprehension – Understands written sentences and paragraphs in work related documents.
o Writing - Communicates effectively in writing as appropriate for the needs of the audience.