Senior Application Support Analyst - Reservations Systems

The Support Desk operates 24X7 and candidates must be available to work as required to support business needs.

CANDIDATE PROFILE

Education and Experience

Required:
3 years experience in business application support in a call center environment customer service or hospitality
High school diploma or equivalent (GED)
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 orientation

CORE 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 COMPETENCIES

Leadership
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 organizations 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 of business plans through effective planning organizing and ongoing evaluation processes.

Managing
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 Ensures successful across of business plans designed to maximize customer satisfaction profitability and market share through effective planning organizing and ongoing 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 companys 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 others 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 functionspecific 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.

oBasic Computer Skills Uses basic computer hardware and software (e.g. personal computers word processing software Internet browsers etc..
oMathematical Reasoning Adds subtracts multiplies or divides quickly correctly and in a way that allows one to solve workrelated issues.
oOral Comprehension Listens to and understands information and ideas presented through spoken words and sentences.
oReading Comprehension Understands written sentences and paragraphs in work related documents.
oWriting Communicates effectively in writing as appropriate for the needs of the audience.

The pay range for this position is $26.82 to $48.32 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. Headquartersbased 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 April 1 2025.

Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive peoplefirst culture.We are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.