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Application Support Analyst

Employer
Marriott
Location
Bethesda, MD
Closing date
Jul 20, 2019
Posting Date Jul 17, 2019 Job Number 19096850 Job Category Information Technology Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States VIEW ON MAP Brand Corporate Schedule Full-time Relocation? No Position Type Management Start Your Journey With Us 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: * 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. 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 Leadership * 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. * Proficiency with SFAWeb, One Yield, Total Yield, Microsoft Office 2003/'2010 products, Windows XP/7, Internet Explorer and general desktop / laptop troubleshooting. * Must have excellent oral and written communication skills * Must have excellent customer service skills * Experience with technical troubleshooting is a plus. * Preferred candidate will have knowledge of the Sales and Catering business processes. * Basic Competencies - Fundamental competencies required for accomplishing basic work activities. * Basic Computer Skills - Uses basic computer hardware and software (eg, personal computers, word processing software, Internet browsers, etc.). * Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues. * Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences. * Reading Comprehension - Understands written sentences and paragraphs in work related documents. * Writing - Communicates effectively in writing as appropriate for the needs of the audience. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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