Marriott International - Tallahassee, FL
posted 4 months ago
As a key member of the Service Desk Support organization, the Infrastructure Systems Analyst functions as a technical expert and plays a proactive role in supporting product, project, and support teams to ensure high engagement around functional, non-functional, and ad-hoc requirements for specific Marriott Business Applications. This position is critical in maintaining the operational integrity of the support desk, which operates 24x7, ensuring that customer issues are resolved efficiently and effectively. The analyst will collaborate with various teams to address requirements related to issue resolution, ensuring quick response times and minimizing customer impact for supported platforms. Regular communication with support leadership, partners, initiative leads, and team members is essential to provide updates on milestones and progress related to supported platforms. The role involves gathering requirements and considering all aspects when engaging team members on the functionality, applicability, and usability of tools and issue resolution processes. Continuous improvement is a key focus, as the analyst will seek out information, tools, and resources to enhance deliverables, aiming for a best-in-class support model. Exemplary customer service is paramount, and the analyst will lead support initiatives such as ticket escalation management processes, knowledge management maintenance/creation, and training for new or lesser skilled team members. Participation in quality assurance efforts and audits is also required to ensure a seamless support experience for end users. Operational duties include handling incident/request intake duties as needed to meet operational goals and objectives, demonstrating excellent customer service skills and the ability to use all intake channels properly. The analyst will act as a subject matter expert in support of team members, participating in activities or projects aimed at improving support capability and stabilization. Working with leadership to create and maintain ambitious service standards is also a key responsibility. The analyst will interact directly with customers, team members, service providers, and IT Support Partners to enhance processes, improve Mean Time to Resolution (MTTR), reduce recurring incidents, identify root causes, and achieve first contact resolution. The position typically works business hours in their time zone, with occasional requirements to work outside standard hours to collaborate with global teams or participate in meetings.