Payrolled Flex Staff (NE) - Application Support Analyst FOSSE - Full-time / Part-time

Posting Date Mar 19, 2018
Job Number 18000S10
Job Category Administrative
Location Marriott International HQ, Bethesda, Maryland
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

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Job Summary 

 

Assignment: Application Support Analyst – Fosse Support Analyst – Service Desk

Purpose: To provide functional support and technical escalations for the FOSSE PMS system, as well as providing guidance and/or resources to our customers and partners. This includes basic network connectivity and troubleshooting. Other Marriott standards may also be required to support.

Customers/

Partners: IBM, Courtyard, Residence Inn, TownePlace Suites, Fairfield Inn, Fairfield Inn and Suites, Springhill Suites. Vendors, GSS, Xerox Service Desk Tier 1, GNOC, ID Provisioning, MLS, GFS, and other Marriott Intl. departments.

Measurements of Success:

Meet and exceed group goals:

• 90% of calls answered live.

• 95% of calls logged into call tracking system.

• Very Satisfied ?= 80% for the group

• Average speed of answer ?=120 seconds

• Abandoned rate ?=9%

• First Call resolution ?=80%

• Average calls to resolve ?=1.30

• ? 40% AUX time

• Less than 10% abandoned call rate

• Meet or exceed internal and external Service Level Agreements

• Being available to take live support calls, emails, and voicemail.

• Starting work on time as scheduled by Manager.

• Updating all BMC Remedy cases daily until its completion.

Areas of Responsibility: • Provide first level support to customers and partners.

• Provide excellent customer service and follow-up for any and all customers.

• Queue management of incoming calls/message care.

• Case maintenance and customer follow up.

• Developing, and working to continually increase a good working knowledge of supported applications, brand standards, system changes, and procedural changes.

• Actively participating in maintaining a team atmosphere.

• Establish and maintain a positive work environment (morale, cleanliness, etc.)

• Assisting other analysts as necessary with support issues and escalations.

• Escalation to second and third level support and/or on-call support as necessary.

• Maintain Escalation of critical issues to Senior’s and Manager.

• Understanding proper ACD login/logout procedures as well as the proper use of AUX codes.

• Adhere to all SOPs and LSOPs

• Execute any reasonable task as requested by Manager/Director.

Work Environment: • 24 hour x 7 day operation

• Shift Work

Note: The Help Desk is a 24X7 operation. Project timelines and schedules may warrant adjustment to key hours of operation. Flexibility to these schedule changes is required.

Technical Qualifications & Education Required:

Technical Skills/Server and Computer:

• Working knowledge of a Select Service / Extended Stay property as well as the FOSSE PMS System.

• Basic knowledge of PC, Windows environment

• Basic networking and connectivity knowledge

• Technical Skills/Other:

• Ability to work effectively on an independent basis or in a team environment. Must be able to interact with other groups and vendors.

• Strong customer service skills.

• Strong communication skills.

• Strong analytical skills and detailed problem resolution.

• Strong interpersonal skills.

Education/Experience:

• 1 – 2 years work experience in customer services support or having equivalent experience.

• BS/BA in Business Administration, training and on-the-job experience is preferred.