Application Support Analyst

Posting Date Mar 08, 2018
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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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?

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