Application Support Analyst - FOSSE

Job Description

Job Number 22177106
Job Category Information Technology
Location Marriott International Systems, 9737 Washingtonian Blvd Attn: IT, Gaithersburg, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management


JOB SUMMARY

As a member of the Help Desk Support organization, the support analyst provides first level hotel operations, functional, and technical troubleshooting support for Marriott’s Full-Service Property Management system. This includes basic network connectivity and troubleshooting. The Analyst resolves contact requests independently, escalates issues as needed to the appropriate Marriott business units and Service Providers, and documents all requests using established procedures. Works under general supervision to complete routine tasks. Completes projects or additional assignments as requested by the Support Manager. The Help Desk operates on a 24x7x365 basis and flexibility with schedule is critical in this role.

CANDIDATE PROFILE

Education and Experience

Required:

• 1+ years’ experience in business application support in a call center environment, customer service, or hospitality industry.
• High school diploma or equivalent

Preferred:

• Undergraduate degree from accredited University or College
• FSPMS user experience
• Professional Certifications such as ITSM, PM, HDI
• Core working knowledge of Marriott’s primary business applications and systems
• Established work history of strong customer service
• Ability to effectively facilitate complaint resolutions
• General knowledge of Marriott business functions and Marriott business processes
• Strong communication skills (written and verbal)
• Skilled at listening and persuading
• Experienced in supporting change management efforts
• Strong team orientation
• Experience using a Knowledge Management product
• Proficiency with Microsoft Office 2016 products, Windows 7, 10. Internet Explorer and general desktop / laptop troubleshooting.

CORE WORK ACTIVITIES

• Answers phones in a timely manner and using appropriate scripts and language as per department policy
• Responds in writing via email or chat to customer inquiries per department policy
• Creates and updates 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.
• Escalates issues to second and third level support and/or on-call support as well as critical issues to Support Manager.
• 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.
• Follow internal and external Service Level Agreements and standard operating procedures of the team.
• Performs other duties as appropriate

Managing Work, Projects, and Policies

• Coordinates and implements work and projects as assigned.
• Complies with Federal and State laws applying to procedures.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Manages the flow of questions and directs questions.

Supporting Operations

• Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
• Establishes and maintains complete and up-to-date information to ensure accurate reporting.
• Represents team in resolving situations.
• Maintains and manages inventory and service operations.

Additional Responsibilities

• Informs, updates, and provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.
• Attends and participates in all relevant meetings.
• Presents ideas, expectations and information in a concise, organized manner.
• Uses problem solving methodology for decision making and follow up.
• Maintains positive working relations with internal customers and department managers.
• Manages time effectively and conducts activities in an organized manner.
• Performs other reasonable duties as assigned by manager.

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.
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?