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Job Number 24139091Job Category Information TechnologyLocation Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United StatesSchedule Full-TimeLocated Remotely? YRelocation? NPosition Type ManagementJOB SUMMARYThe Senior Analyst acts as a support subject matter expert resolving issues reported by property users and identifying and participating in activities or projects related to the platform and support workflows. Setting the standard this individual promotes an exceptional customer experience and a continuous improvement mindset. Working with customers, service providers, and IT Support Partners to improve Categorization of issues using our ServiceNow Platform and Phone System to log transactions with the desire to affect a speedy resolution of customer issues that achieved improved Mean-Time-To-Resolution and a reduction of recurring incidents. The major responsibility of this role is to provide a seamless support experience for the Reservations user support community.The Support Desk operates 24X7 and candidates must be available to work as required to support business needs.CANDIDATE PROFILEEducation and ExperienceRequired: High school diploma or equivalent (GED) 4+ years’ overall experience in business application support or call center environment, customer service or hospitality 2+ years’ MARSHA Reservations System or other Reservations Systems Experience Strong communication skills (written and verbal)Preferred: Meeting facilitation and presentation skills Working knowledge of MI Hotel Property Management Systems, or Property Business Applications Ability to train others Established work history of strong customer service Ability to effectively facilitate complaint resolutions Skilled at listening and persuading Prior experience using ServiceNow or other ticketing solutions College degree or working towards one Strong team orientationCORE WORK ACTIVITIES
Uses ticketing tools and reporting as well as other customer engagement tools like the telephone ACD, Chat, and the Knowledge Management database to ensure a positive customer experience and Level 1 agent effectiveness.
Escalates issues, as needed, to appropriate Marriott business units and Service Providers.
Initiates the creation and modification of knowledge articles and business process documentation for use by team, peers, and supported customers.
Facilitates the entire contact resolution process from initial contact (call or email) to resolution for the supported Marriott business applications in the Service Desk portfolio.
Acts as subject matter expert for Application Support Analysts, Customers, and Business Sponsors.
Perform all basic duties of an Analyst and serves as needed.
Serve as an escalation point for more complex functional and operations request.
Ensure operational continuity and to identify procedural support gaps.
Contributes general knowledge and skill to the information technology discipline to support team, partner teams, and department business goals.
Works with minimal supervision to complete complex tasks and assignments, Provides guidance and training to level one team on issue resolution and problem management.
The Senior Analyst contributes to the Knowledge Base to improve issue resolution speed, providing documented process and procedures that improve the overall capability of the support operating model for department and support partners.
Leads and initiates CRM integration initiatives that drive data collection, workflow efficiency, and reduction of critical incidents.
Responsible for documenting requirements for technical initiatives
Builds effective relationships with business, service providers, and internal support teams to deliver effective support workflows that improve the overall support model.
Provides level 1 and additional problem determination and support for specific Marriott supported applications using documented procedures and available tools.
Attends business meetings/training as directed.
Takes business meeting notes and shares highlights with leadership to ensure aligning on strategies and operating workflows.
Trains and transitions functional and business operational knowledge and learning to Application Analyst
Functions as the customer advocate for Marriott business applications and supports continuous service improvement.
Determines, categorizes, and assigns priorities for incidents to meet service level objectives and ensure customer needs are met.
Enhances support workflow and escalation paths for Marriott business units or Service Providers
Responsible for own work and contributing to team, department and/or business results.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Supports enterprise processes to include incident management, change management, and problem management.
Performs other duties as appropriate or assigned
MANAGEMENT COMPETENCIESLeadership
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of employee decision making and action.
Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
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.
Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.
Managing Execution
Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
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.
Building 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.
Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.
Generating Talent and Organizational Capability
Developing Others - Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively.
Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Learning and Applying Professional Expertise
Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
Technical Acumen – Expertly understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations, generate innovative solutions to approach function-specific work challenges, and function as a thought leader in his or her area of expertise.
Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., 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.
The pay range for this position is $26.43 to $47.58 per hour. In addition, the position is eligible for an annual bonus.Washington Applicants Only: 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 28 days after the date of this posting, August 8, 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.
