FLEX Senior Application Support Analyst

Unclassified - Pierre, SD

Full-time - Mid Level

Hybrid - Pierre, SD

About the position

The Senior Application Support Analyst at Marriott acts as a support subject matter expert, focusing on identifying and participating in activities or projects related to the platform and support workflows. This role is pivotal in promoting a continuous improvement mindset within the organization. The Senior Analyst collaborates with service providers and IT Support Partners to enhance IT Service Management (ITSM) and Customer Relationship Management (CRM) categorization of issues. This is achieved through integration or other means that lead to improved Mean Time to Resolution (MTTR), a reduction in recurring incidents, and effective root cause identification and resolution. The primary responsibility of this position is to enhance customer service by leading support initiatives within the Revenue Management portfolio of products, ensuring a seamless support experience for the user community. The Support Desk operates 24/7, and candidates must be available to work as required to meet business needs. The role requires a proactive approach to problem-solving and a commitment to delivering high-quality support to users. The Senior Analyst will be responsible for answering customer inquiries via phone and chat, creating and updating Help Desk incident or service tickets, and maintaining comprehensive documentation related to supported products and operating procedures. This position also involves facilitating the entire contact resolution process, acting as a subject matter expert for Application Support Analysts, and providing guidance and training to junior team members. In addition to technical support, the Senior Analyst will lead CRM integration initiatives that drive data collection and workflow efficiency, contributing to the overall improvement of the support model. The role requires building effective relationships with business units, service providers, and internal support teams to enhance support workflows and ensure operational continuity. The Senior Analyst will also be responsible for documenting requirements for technical initiatives and supporting enterprise processes such as incident management, change management, and problem management.

Responsibilities

• Act as a support subject matter expert for application support and workflows.
• Promote a continuous improvement mindset within the support team.
• Collaborate with service providers and IT Support Partners to enhance ITSM and CRM categorization of issues.
• Lead support initiatives in the Revenue Management portfolio to improve customer service.
• Answer phones and chats in a timely manner using appropriate scripts and language.
• Respond to customer inquiries via email or chat per department policy.
• Create and update Help Desk incident or service tickets as defined by department procedures.
• Provide excellent customer service and follow-up for all customers contacting the Help Desk.
• Maintain, review, and comply with all documentation related to supported products and operating procedures.
• Use ticketing tools and reporting to ensure a positive customer experience and Level 1 agent effectiveness.
• Escalate issues to appropriate Marriott business units and Service Providers as needed.
• Initiate the creation and modification of knowledge articles and business process documentation.
• Facilitate the entire contact resolution process from initial contact to resolution.
• Serve as an escalation point for complex functional and operational requests.
• Ensure operational continuity and identify procedural support gaps.
• Contribute knowledge and skills to support team and department goals.
• Work with minimal supervision to complete complex tasks and assignments.
• Provide guidance and training to level one team on issue resolution and problem management.
• Contribute to the Knowledge Base to improve issue resolution speed.
• Lead and initiate CRM integration initiatives to drive data collection and workflow efficiency.
• Document requirements for technical initiatives and build effective relationships with stakeholders.
• Provide level 1 and additional problem determination and support for specific Marriott supported applications.
• Attend business meetings/training as directed and share highlights with leadership.
• Train and transition functional and business operational knowledge to Application Analysts.
• Function as the customer advocate for Marriott business applications and support continuous service improvement.
• Determine, categorize, and assign priorities for incidents to meet service level objectives.

Requirements

• High school diploma or equivalent (GED).
• Hotel Property or Above Property experience in Revenue Management using Marriott's One Yield Application.
• 5+ years' experience in business application support in a call center environment, customer service, or hospitality (preferred).
• Meeting facilitation and presentation skills (preferred).
• Core working knowledge of Hotel Property Management Systems and Mobile Applications (preferred).
• Prior leadership experience (preferred).
• Established work history of strong customer service (preferred).
• Ability to effectively facilitate complaint resolutions (preferred).
• Strong communication skills (written and verbal) (preferred).
• Skilled at listening and persuading (preferred).
• Experienced in supporting change management efforts (preferred).
• College degree or working towards one (preferred).
• Strong team orientation (preferred).

Nice-to-haves

• Experience in a hybrid work environment.
• Familiarity with CRM integration initiatives.

Benefits

• Medical, dental, and vision coverage.
• Health care flexible spending account.
• Dependent care flexible spending account.
• Life insurance.
• Disability insurance.
• Accident insurance.
• Adoption expense reimbursements.
• Paid parental leave.
• 401(k) plan.
• Stock purchase plan.
• Discounts at Marriott properties.
• Commuter benefits.
• Employee assistance plan.
• Childcare discounts.