Application Support Analyst (1 Year Contract)

This is a 1 Year Contract position. 

Position Title: Application Support Analyst Functional Job Family: Information Systems & Technology Reports to: Application Support Manager 

JOB SUMMARY

• Facilitates the entire call resolution process from initial contact (call or email) to resolution for a supported Marriott’s property management system 
• Resolves many of the call requests independently. Escalates issues, as needed, to appropriate Marriott stakeholders and Service Providers and documents requests following 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. 
• Requires shift work flexibility as the Help Desk operates 24x7x365. 

CANDIDATE PROFILE 

• Education and Experience Required: 
• 3+ years’ experience in one of the following: Hospitality or hotel using a PMS system or customer service business application support Call/customer care center experience Computer support High school diploma or equivalent (GED) 
• Proficiency in Microsoft Outlook, Excel, IE and Word. Preferred: Core working knowledge of a PMS system 
• Established work history of strong customer service Ability to effectively facilitate complaint resolutions 
• General knowledge of Hospitality business functions and business processes 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 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 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. 
• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge. 
• Performs other duties as appropriate. 

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. 
• 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. 
• Technical Acumen - Understanding and utilizing 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 
• Technical Specialization — basic understanding of the major technologies in an area of specialization required to perform immediate tasks. 
• Utilizes existing tools and environment to support tasks. 
• Participates in technology evaluations and selections. 
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
  • Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, typing, etc.). 
  • Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. 
  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences. 
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents. 
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.