Infrastructure Systems Analyst - Reservations / Revenue Management Help Desk

$61,000 - $99,000/Yr

Unclassified - Pierre, SD

Full-time - Mid Level

Pierre, SD

About the position

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 24/7, ensuring that customer issues are resolved efficiently and effectively. The analyst will be responsible for cross-functional coordination, communication, requirements gathering, and continuous improvement initiatives to enhance the support model. The role requires exemplary customer service skills, as the analyst will lead support initiatives, manage ticket escalations, and participate in quality assurance efforts. The analyst will also act as a subject matter expert, working directly with customers, team members, and IT support partners to improve processes and reduce incident resolution times. 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. In addition to technical expertise, the analyst must possess strong communication skills to translate technical information into business terms, ensuring that all stakeholders are informed and engaged. The role also involves operational duties such as incident/request intake and maintaining service standards, making it essential for the analyst to have a proactive mindset and a commitment to continuous improvement.

Responsibilities

• Collaborate with various teams to address requirements related to issue resolution, ensuring quick response times and minimizing customer impact for supported platform(s).
• Maintain regular communication with support leadership, partners, initiative leads, and team members, providing updates on milestones and progress related to supported platform(s).
• Collect and consider all requirements when engaging team members on the functionality, applicability, and usability of tools and issue resolution processes.
• Seek out information, tools, and resources to enhance deliverables, aiming for a best-in-class support model.
• Lead support initiatives such as ticket escalation management processes, knowledge management maintenance/creation, training lead and skill development for new or lesser skilled team members.
• Participate in quality assurance efforts and audits to ensure a seamless support experience for end users.
• Handle incident/requests intake duties as needed to meet operational goals and objectives, demonstrating excellent customer service skills.
• Act as a subject matter expert in support of team members, participating in activities or projects aimed at improving support capability and stabilization.
• Work with leadership to create and maintain ambitious service standards.
• Work directly with customers, team members, service providers, and IT Support Partners to enhance processes, improving Mean Time to Resolution (MTTR), reducing recurring incidents, identifying root causes, and achieving first contact resolution.

Requirements

• Associate Degree or equivalent work experience and/or relevant certifications
• 5+ years of Information Technology experience including 3+ years of Business Application Support experience in Reservations and/or Revenue Management
• 1+ years of management/leadership experience (indirect management of cross-function, sourced, or matrixed teams)
• ServiceNow incident and catalogue experience
• Basic working knowledge of enterprise reservations and/or revenue management systems
• Operations subject matter expertise in supported business application platform(s)
• Excellent customer service and team collaboration skills
• Strong proactive support capabilities with continuous improvement mindset
• Ability to work effectively with cross-functional teams
• Ability to deliver strong and professional written and verbal communications that are technical in nature but translated into easy-to-understand business terms
• Flexibility to work outside standard business hours when necessary.

Nice-to-haves

• Undergraduate degree
• ITIL certification or understanding of the ITIL framework
• Familiarity with Jira and Confluence Tools
• Professional Certifications such as ITSM, PM, HDI
• Understanding of enterprise infrastructure and application support tools, frameworks, and objectives
• Proficiency with Microsoft Office 365 and related tools to include PowerPoint, Excel, Word, and PowerBI
• Knowledge and experience with direct support or previous usage of PMS or other Enterprise Business Application systems
• General knowledge of Marriott business functions and Marriott business processes
• Knowledge of business environment, service requirements and hospitality culture
• Good process management, negotiating, influencing and problem resolution skills
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment
• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
• Prior Leadership experience
• Established work history of strong customer service experience
• Experienced in supporting change management efforts.

Benefits

• Health insurance
• Dental insurance
• 401k
• Flexible scheduling
• Paid holidays
• Professional development opportunities
• Employee discount programs