Job Number 24096986Job Category Information TechnologyLocation Marriott International Systems, 9737 Washingtonian Blvd Attn: IT, Gaithersburg, Maryland, United StatesSchedule Full-TimeLocated Remotely? YRelocation? NPosition Type ManagementJOB SUMMARYAs a member of the Help Desk Support organization, the Application Support Analyst provides first level hotel operations, functional, and technical troubleshooting support for Marriott’s LIGHTSPEED Property Management system. Facilitates the entire call resolution process from initial contact (call or email) to resolution. The Analyst resolves many contact requests independently, escalates issues as needed to the appropriate Marriott stakeholders and Service Providers, and documents requests using established procedures. Contributes general knowledge and skill to the information technology discipline to support team and/or department objectives. Works within well-established guidelines to complete routine tasks. The Help Desk operates on a 24x7x365 basis and shift work flexibility is required in this role.CANDIDATE PROFILEEducation and ExperienceRequired:
1+ years’ experience in at least one of the following:
Hospitality or hotel industry using a PMS system or customer service business application support
Call center or customer care center experience
Computer support
2+ years’ experience in a contact center, customer service or hospitality environment
High school diploma or equivalent
Proficiency in Microsoft Outlook, Excel, IE and Word.
Preferred:
Undergraduate degree from accredited University or College
Core working knowledge of a PMS system and/or Marriott’s primary business applications and systems
General knowledge of Marriott business functions and Marriott business processes
Established work history of strong customer service
Ability to effectively facilitate complaint resolutions
Strong communication skills (written and verbal)
Skilled at listening and persuading
Experienced in supporting change management efforts
Strong team orientation
CORE WORK ACTIVITIES
Provides level 1 problem determination and support for Marriott’s LIGHTSPEED PMS and integrated applications using documented procedures and available tools
Initiates escalation as appropriate to facilitate management awareness of problems that are severe in nature or that are exceeding documented service level agreements
Records incidents and status information in Service Now tool per established service level agreements; communicates resolution and/or next steps to the customer
Attends business meetings/training as necessary
Functions as the customer advocate for Marriott’s LIGHTSPEED PMS application
Determines and assigns priorities for incidents
Determines appropriate escalation to Marriott business units or Service Providers
Responsible for own work and contributing to team, department and/or business results.
Maintains, reviews and complies all documentation that pertains to products supported or operating procedures.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Assists other analysts as necessary with support issues and escalations.
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.
COMPETENCIESLeadership
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.
California Applicants Only: The salary range for this position is $66,560 to $100,198 annually.Colorado Applicants Only: The salary range for this position is $55,000 to $91,091annually.Hawaii Applicants Only: The salary range for this position is $57,806to $100,198 annually.New York Applicants Only: The salary range for this position is $58,458.40 to $100,198 annually.Washington Applicants Only: The salary range for this position is $67,724.80 to $100,198 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.The application deadline for this position is 7 days after the date of this posting, June 5, 2024.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. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
