Marriott International - Concord, NH
posted 5 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 role is critical in maintaining the operational integrity of the support desk, which operates 24/7, 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 Infrastructure Systems Analyst will also be responsible for gathering requirements, seeking out information, tools, and resources to enhance deliverables, and leading support initiatives such as ticket escalation management processes. This includes maintaining knowledge management, training, and skill development for new or lesser skilled team members. The analyst will participate in quality assurance efforts and audits to ensure a seamless support experience for end users. Operational duties will include handling incident/requests intake duties as needed to meet operational goals and objectives, demonstrating excellent customer service skills and the ability to use all intake channels properly. In addition, 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. The role requires working 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.