Application Support Analyst - Sales & Catering Team

Job Number 22126160Job Category Information TechnologyLocation Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United StatesSchedule Full-TimeLocated Remotely? YRelocation? NPosition Type Management JOB SUMMARYAs a member of the Service Desk Support organization, the support analyst provides first level hotel operations, functional, and technical troubleshooting support for our Sales and Catering application(s). This includes basic network connectivity and troubleshooting. The Analyst resolves contact requests independently, escalates issues as needed to the appropriate Marriott business or global technology units and Service Providers. Case notes will be clearly documented using established procedures. Works under general supervision to complete routine tasks. Completes projects or additional assignments as requested by the Support Manager. The Service Desk operates on a 24x7x365 basis and flexibility with schedule is critical in this role.CANDIDATE PROFILEEducation and ExperienceRequired:3+ years’ general work experience including at least one year of experience in one or more of the following:

Business application support in a call center environment

Technical customer service

Hotel front or back office (sales, rooms operations)

High school diploma or equivalent

Preferred:Undergraduate degree from accredited University or College

Bi-lingual capabilities

Professional Certifications such as ITSM, ITIL, PM, HDI

Experience using contact center tools to include incident ticketing systems, call distribution systems, and other customer chat.

Core working knowledge of Marriott’s primary business applications and systems

Established work history of strong customer service

Ability to effectively facilitate complaint resolutions

General knowledge of Marriott business functions and Marriott business processes

Experience with direct support or previous usage of multiple Sales and catering, PMS or Business Application systems

Strong communication skills (written and verbal)

Skilled at listening and persuading

Experienced in supporting change management efforts

Strong team orientation

Experience using a Knowledge Management product

Proficiency with Microsoft Office 2016 products, Windows 7, 10. Internet Explorer and general desktop / laptop troubleshooting.

CORE WORK ACTIVITIESAnswers phones in a timely manner and using appropriate scripts and language as per department policy

Responds in writing via email or chat to customer inquiries per department policy

Creates and updates 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.

Escalates issues to second and third level support and/or on-call support as well as critical issues to Support Manager.

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.

Follow internal and external Service Level Agreements and standard operating procedures of the team.

Performs other duties as appropriate

This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved.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. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?