FLEX Senior Manager Digital Guest

This is a temporary position.

JOB SUMMARY

As a member of the Digital Guest Services Application Support team the Senior Analyst Digital Guest Services Applications Support will serve as a primary SME for Mobile Key services within the Marriott ecosystem and be primary resource responsible for resolution of Mobile Key incidents to include triage and escalations to appropriate key vendors PMS teams and infrastructure teams as needed.

The Senior Analyst Digital Guest Services Application Support will serve as the technical SME for application support efforts related to key vendors and various Marriott Support teams GIS and global hotel operations. This person will also be involved in the onboarding and support of Mobile Key Vendor partners to ensure they have the necessary tools and resources to remediate mobile key incidents within the Marriott ecosystem.

Demonstrate technical and situational awareness in the timely resolution of mobile key issues; build relationships through hard lines and dotted lines and foster a team spirit and a highly collaborative environment. This role will engage key stakeholders to drive the execution of support processes to ensure a consistent reliable experience with Mobile Key for guests and properties.

CANDIDATE PROFILE

Education and Experience
Four-year degree from an accredited university in Business Administration Computer Science or related major or equivalent experience.
6 years experience in technology operations global operations or related professional area.
Experience with supporting Mobile Key technologies and vendors.
Experience with one or more Marriott PMS systems (FSPMS Opera Lightspeed FOSSE).
1 year experience within ITIL Service Availability processes and tools Service Now ADSP Splunk Tableau.
Experience with troubleshooting technical issues analyzing application and system logs
Demonstrated ability to deliver results under challenging conditions particularly when faced with complexity ambiguity and aggressive timelines.
Experience with Agile processes and tools i.e. Jira Confluence
Ability to break down mobile key support processes into manageable repeatable steps while delivering consistent experience.
Ability to pivot from existing plan to address any unforeseen circumstances and maintain calm within support teams and key vendors.
Ability to identify new opportunities to drive better mobile key experiences and/or incremental reliability.
Excellent communicator both written and spoken. Must be able to document and evangelize consistent support processes.
Strong problem-solving skills and able to guide technical and support teams to identify issue root cause and appropriate remediation.

CORE WORK ACTIVITIES

Remediate mobile key incidents in a timely fashion per established SLAs. Identify trends and patterns that can potentially lead to product improvement efforts to prevent recurring incidents.
Execute BAU activities in the support of the mobile key program (remediate component accounts & PKI certificates)
Support the execution of clear mobile key escalation processes amongst multiple support disciplines to drive lower MTTR.
Provide support to key vendor partners with regard to access to Marriott resources and tools to include onboarding and maintenance of credentials and smart key.
Monitor Key Vendor Incident dash boards to ensure SLAs are being met and tickets addressed in a timely fashion.
Support of SLAs with partners and reporting/analytics.
Support key vendor product certification and establish/modify appropriate support process documentation.

Demonstrating and Applying Discipline Knowledge
Provides technical expertise and support to persons inside and outside of the department.
Demonstrates knowledge of job-relevant issues mobile key products systems and processes.
Demonstrates knowledge of function-specific procedures.
Keeps up-to-date technically and applies new knowledge to job.

Additional Responsibilities
Proven ability to work with cross-functional teams in support of consistent reliable mobile key experience.
Ability to recognize and engage partners as needed to solve problems quickly.
Demonstrated comfort with evangelizing mobile key support best practices.
Dynamic interpersonal skills including team player that works well with counterparts from various functions/departments and has the ability to influence the work of counterparts without direct reporting accountability.
Strong interpersonal skills and success in cross-functional relationship-building at all levels ability to drive consensus through influence and fact-based approach.
Effective written and oral communications skills with sensitivity to global communication needs
Thrives in a fast-paced entrepreneurial environment.
Proficiency in Office software products and digital collaboration tools

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.
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 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.
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.
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
Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the companys service standards.
Coworker Relationships - Interacts with others in a way that builds openness trust and confidence in the pursuit of organizational goals and lasting relationships.
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
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.
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.
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 work-related 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.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.