Senior Application Support Analyst - Reservations Systems

$54,974 - $98,966/Yr

Marriott International - Des Moines, IA

Full-time - Mid Level

Hybrid - Des Moines, IA

Accommodation

About the position

The Senior Analyst at Marriott International serves as a support subject matter expert, primarily focused on resolving issues reported by property users and enhancing the overall support workflows related to the platform. This role is pivotal in promoting an exceptional customer experience and fostering a continuous improvement mindset. The Senior Analyst collaborates with customers, service providers, and IT Support Partners to improve the categorization of issues using the ServiceNow Platform and Phone System, aiming for a speedy resolution of customer issues. The position is critical in achieving improved Mean-Time-To-Resolution and reducing recurring incidents, ensuring a seamless support experience for the Reservations user support community. The Support Desk operates 24/7, and candidates must be available to work as required to meet business needs. The Senior Analyst is responsible for utilizing ticketing tools and customer engagement tools to ensure a positive customer experience and enhance Level 1 agent effectiveness. This includes escalating issues to appropriate Marriott business units and service providers, creating and modifying knowledge articles, and facilitating the entire contact resolution process from initial contact to resolution. The role also involves acting as a subject matter expert for Application Support Analysts, providing guidance and training, and contributing to the Knowledge Base to improve issue resolution speed. In addition, the Senior Analyst leads CRM integration initiatives that drive data collection and workflow efficiency, documents requirements for technical initiatives, and builds effective relationships with business, service providers, and internal support teams. The position requires a proactive approach to identifying procedural support gaps and enhancing support workflows, ensuring operational continuity, and supporting enterprise processes such as incident management and change management. Overall, the Senior Analyst plays a crucial role in supporting Marriott's business applications and driving continuous service improvement.

Responsibilities

• Act as a support subject matter expert resolving issues reported by property users.
• Promote an exceptional customer experience and a continuous improvement mindset.
• Collaborate with customers, service providers, and IT Support Partners to improve issue categorization.
• Utilize ServiceNow Platform and Phone System to log transactions and resolve customer issues.
• Provide a seamless support experience for the Reservations user support community.
• Use ticketing tools and customer engagement tools to ensure positive customer experience.
• Escalate issues to appropriate Marriott business units and service providers as needed.
• Create and modify knowledge articles and business process documentation.
• Facilitate the contact resolution process from initial contact to resolution.
• Serve as an escalation point for complex functional and operational requests.
• Identify procedural support gaps and enhance support workflows.
• Contribute to the Knowledge Base to improve issue resolution speed.
• Lead 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 Marriott applications.

Requirements

• High school diploma or equivalent (GED).
• 4+ years' overall experience in business application support or call center environment, customer service, or hospitality.
• 2+ years' experience with MARSHA Reservations System or other Reservations Systems.
• Strong communication skills (written and verbal).
• Ability to train others and facilitate complaint resolutions.
• Prior experience using ServiceNow or other ticketing solutions.

Nice-to-haves

• Meeting facilitation and presentation skills.
• Working knowledge of MI Hotel Property Management Systems or Property Business Applications.
• Established work history of strong customer service.
• Skilled at listening and persuading.
• College degree or working towards one.
• Strong team orientation.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Health care flexible spending account
• Dependent care flexible spending account
• Life insurance
• Disability insurance
• Accident insurance
• Adoption expense reimbursements
• Paid parental leave
• Educational assistance
• 401(k) plan
• Stock purchase plan
• Discounts at Marriott properties
• Commuter benefits
• Employee assistance plan
• Childcare discounts