Application Support Analyst

Job Description

Posting Date Aug 31, 2021
Job Number 21097528
Job Category Information Technology
Location CEC Cork Blackpool, North Valley Business Centre, Cork, Cork, Ireland VIEW ON MAP
Brand Corporate
Schedule Full-Time
Relocation? N
Position Type Management
Located Remotely? N
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?
Position 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.

This opportunity incorporates working from home in part or full on a rotational basis.

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
• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
• Assist other analyst as necessary with support issues and escalation
• Assist more senior associates in achieving business results by:
  • Utilizing hotel operations knowledge and application acumen to enhance business and support processes
  • Allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.